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* Present a professional image of the company to deliver positive customer experience throughout the customer journey
* Be clear and transparent in all communication with customers to ensure they understand the current situation in order to demonstrate TCF principles
* Responsible for working in adherence to all policies and procedures in order to deliver compliant customer outcomes
* Constantly strive to improve the customer experience by challenging existing processes and practices and recommending change where appropriate.
* Manage vulnerable customer cases in order to ensure the most appropriate support is provided
* Identify and accurately record any complaints received from customers and achieve first time resolution
* Responsible for identifying and reporting any incidents of breaches of operational processes and policies
* Use a variety of tools and techniques to initiate and maintain contact with customers to ensure an appropriate outcome is achieved
* Effective questioning and communication to understand customers circumstances in order to access the plausibility of exit strategy
* Explore alternative options with customers to ensure accounts are managed to exit in a timely manner
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