A career in our Customer Management practice, will provide you with the opportunity to help our clients identify and provide 'right first time' outcomes for their customers. We help a wide range of organisations to work with customer groups who, at some point, may have been disadvantaged. Where issues have been identified that impact upon customers, our teams help to address these in a compliant, pragmatic, and sensitive manner.

Who are we looking for?

We are looking for highly-motivated individuals with experience of providing support to customers in relation to their queries, concerns, and / or claims and complaints.

Key Responsibilities

• Respond to the individual needs of each customer, identifying and clearly understanding the requirements of their enquiry and resolving issues efficiently and - where required - liaising with relevant internal departments.
• Conduct sensitive conversations with customers, understanding their areas of concern.
• Understand and accurately apply client policies and procedures.
• Ensure information and customer interactions are accurately recorded.
• Draft bespoke customer correspondence and final decision letters.
• Appropriately respond to guidance and feedback provided by your Team Leader and / or Quality Control.
• Ensure workflow tools and client systems are updated accurately.
• Escalate issues to your Team Leader on a timely basis.
• Meet key productivity targets whilst maintaining high quality standards.

What is in it for you?

As we're responsive to client demands, your role will be varied and challenging, providing you with an opportunity to work with a wide variety of high profile clients. We're also exceptionally passionate about providing you with the necessary skills, experience and training to help you develop both personally and professionally. Fully funded by us, you'll complete externally accredited qualifications that will benefit you in the role you are working in. Our training programme is further enhanced through a variety of softer skills training sessions focusing on your relationships and leadership skills.

Requirements of the role

Essential Criteria

• GCSE Maths and English and grade C or above and A Levels or equivalent
• Demonstrable experience of complaint / claims handling gained through a career in Financial Services
• Excellent attention to detail and the ability to effectively follow policies and procedures.
• Resilient and self-motivated with the ability to remain empathetic and professional in difficult situations.
• Proven team player, championing diversity and respect among your peers
• Excellent verbal and written communication skills

Desirable Experience / Skills

• Experience in Mortgage Lending
• Experience working with vulnerable and/or sensitive customers
• Experience of managing teams including training, performance management, productivity and developing others.
• An understanding of the Financial Services Industry
• A degree or equivalent

In addition to the client projects and training, our employees are also rewarded with various other benefits offered as part of your employment

• Our dedicated internal Careers Service.
• 25 days standard holiday pro rata, with options to increase this through your benefits package
• A flexible benefits scheme that can be tailored to suit your (and your family's) needs. Provision of a group pension plan with additional funding provided by PwC