Customer Relations Advisor - Part-time

Our Customer Relations Team manage the delivery of a professional and responsive complaint-handling service for our customers and business partners. They are now looking for a Customer Relations Advisor to help ensure that we keep our customers and excellent customer outcomes at the heart of everything we do.

This is a part-time, permanent role, working 21 hours a week, 5 days a week – so it would be suitable for school hours, or similar personal circumstances. We offer flexible, hybrid working - minimum of 2 days per week in our Bristol office (a 5-minute walk from Temple Meads).

About the role:

You’ll be the very first point of contact for internal and external parties (customers, business partners, solicitors, Financial Ombudsman Service etc.) and be responsible for quickly identifying, allocating and escalating customer complaints.

You’ll manage these enquiries via multiple channels, including our main telephone helpline, e-mails and our website, and triage them appropriately, whilst meeting regulatory requirements. You’ll also ensure critical telephone cover during team meetings, events, training courses etc.

Other responsibilities will include:

• Contributing to the delivery of our Customer Experience strategy by monitoring, engaging with and responding to any negative customer reviews on Trust Pilot, Google Reviews etc.
• Managing the complaint handling element of any Data Subject Access Requests (DSARs).
• Allocating any escalated complaints to the team’s Customer Relations Executives.
• Reviewing and regularly reporting on the complaint’s environment, key themes and emerging
• issues, and the status of Financial Ombudsman Service referrals via team meetings.

This role forms part of our “Centre of Excellence” for complaint handling. As a result, you’ll ensure that all customer interaction is professional, empathetic and respectful, whilst being mindful of vulnerable customers and recognising their additional support needs and making any reasonable adjustments to assist them.

About you:

You’ll have some previous customer service and administration experience in a fast paced, corporate environment (preferably Financial Services or similar) and ideally, some previous customer complaint handling knowledge.

You’ll also be a highly effective communicator (both written and verbal) with an exceptional telephone manner, and you’ll have an inquisitorial and problem-solving focus, to deliver a seamless journey for new customer complaints.

With your dedication to providing a great customer experience you’ll have the ability to balance quality of output with pace, by managing your time efficiently. In addition, you’ll be highly organised with the ability to multitask, and you’ll demonstrate resilience and empathy when dealing with any irate customers.

Additional information:

As a team we are passionate and enthusiastic about what we do. Our people are encouraged to think independently and to take ownership of their work, and we are looking for likeminded individuals who share our ambition to make our high-quality legal solutions accessible and affordable.

Only a 5-minute walk from Bristol Temple Meads station we have newly refurbished, modern city centre offices. Our staff are at the heart of everything we do, and we encourage our people to work flexibly and achieve a work-life balance that works for them.

We can offer you generous remuneration and an attractive benefits package that includes:

• 26 days holiday (FTE) with the option to buy extra days.
• Company Pension Scheme with the option to increase contributions.
• Group Income Protection for all employees.
• Group Legal Protection for all employees. European Motor Assistance
• Home Emergency Assistance.
• Inclusion in our Health Cash plan.
• Access to our employee discounts hub offering exclusive discounts across thousands of retail partners, including discounted gym memberships at over 3,000 gyms across the UK.
• Option to join our Sports & Social Club, who organise discounted events such as theatre visits
• and shopping trips.

If you think you would be a good match for this role and can demonstrate some transferable experience please apply, regardless of whether you meet all the criteria listed above.