Customer Service Regulations Advisor

Your new company
The Regulations Advisor is responsible for the day to day management of the FS Regulations Advisor, inbox and distribution of emails. They are responsible for the day to day logging of the complaints that are received and must allocate it to the team by 4pm each day, ensuring that all customer acknowledgement letters are sent on the same day, ensuring SLA's are met and not breached.

The Regulations Advisor is also responsible for identifying any complaint trends/regulatory complaints/new CMC topics to the Private Customer Escalations Manager and/or Customer Regulatory Manager coming into the Customer regulatory email box or through the new complaints online forms.

Your new role

To complete all admin tasks within the department which include but are not limited to:

Logging complaints received in FS Customer Escalations within 24 hours of receipt of complaint

Issuing of acknowledgement letter to customers within a regulatory timeframe (within 5 working days)

Management of the FS Customer Escalation inbox within the agreed SLA of 24 hours

Management of all incoming posts ensures it is passed onto the relevant team or logged within the team to respond.

Obtain all Complaints and SARs call recordings

What you'll need to succeed

Strong administrative and organisational skills

Ability to work on your own initiative

Ability to prioritise activities, work under pressure and manage own time

Knowledge of MS Office Suite

Previous experience in an administrative and customer service role. Preferably, in the Automotive or Regulated Financial Services industry is desirable

Previous experience of working in a complaint environment

Excellent oral and written communication skills

What you'll get in return
Location: Farnborough, UK. (Candidates should be based within a reasonable commute)
Assignment type: 12 months rolling contract where you will be engaged via Hays
Working environment: Hybrid working is an option after training (1 - 3 months
Hours per week: 37.5
Pay type: Competitive hourly pay rate

What you need to do now
If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now.
If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion on your career.
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