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192009 Requisition #
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Experian are currently recruiting for 7 flexible and diligent individuals that can provide high quality customer service to a vast spectrum of customers and clients. As a Case Manager, you will be responsible for handling customer complaints through all forms of communication. Confident, pragmatic and empathetic, you will illustrate a flair for written and verbal communication as you help to satisfy objections by investigating and resolving complex problems through to resolution, whilst adhering to regulatory legislation at all times.


Key Responsibilities
  • Take ownership and carry out full investigation and resolution of issues through listening probing and analysing complaints to determine the underlying needs of the customer.
  • Minimise repeat correspondence by contacting customers and clients primarily by telephone to provide first contact resolution to complaints
  • Ensure Experian fulfils its obligations and is compliant to Data Protection Act (DPA)/ Consumer Credit Act (CCA) and Financial Conduct Authority (FCA) regulations
  • Responsible for maintaining all information and correspondence relating to complaints on the appropriate databases
  • Support continuous improvement by feeding back trends / observations and identifying emerging risks
  • Proactively managing your own portfolio of customers, keeping them informed throughout the journey to resolve their issues in a timely manner. 
What kind of person are we looking for?
  • Experience of working complaints
  • Very strong communication and influencing skills (both written and verbal) with the ability to explain complex issues in a simple and clear manner producing professional and articulate response letters.
  • Excellent listening skills and ability to build rapport with customers
  • Ability to manage multiple priories whilst achieving department and individual targets
  • Ability to handle customer objections effectively through to resolution and make a final decision on the merits of the complaint.
  • Flexible and adaptable to change
  • Excellent attention to detail, with a proactive and can do approach to problem solving
  • Ability to multi-task, handle complaint volumes efficiently and think on your feet
  • Desirable - Experience of handling Commercial or Business to Business complaints in a regulated environment
  • Desirable - Awareness of DISP and FCA requirements when complaint handling
  • Desirable - An understanding of Data Protection legislation, Consumer Credit Act and Financial Ombudsman governance
What we will offer you
 

It is an exciting time to join the team as they are currently implementing a new Complaint Handling system and relocating offices. Within this role, you will have the opportunity to contribute to a team that plays a pivotal role in improving the experience that our customers receive, both now and in the future. The exposure gained in this position will allow fantastic development opportunities to progress within the team or the wider business.

 

Here at Experian, we believe that great work deserves great rewards. In return for your ideas, commitment and ambition, we'll give you a very competitive base salary and a range of benefits as soon as you join. As Customer Relations Case Manager you can benefit from:

  • Annual starting salary of £20,550
  • Performance related bonus scheme
  • 25 days' annual leave (plus the ability to purchase/sell 5 additional days)
  • Generous contributory pension
  • Opportunity to buy shares with the company share-save scheme
  • Life assurance
  • Retail discount schemes
  • 3 Community involvement days per annum
  • Regular department incentives and rewards
Working hours

During training (approximately 8 weeks) working hours are 09:00-5:00pm Monday to Friday.

Once fully trained the team work a 4 week rotation between the hours of 08:00-18:00 Monday to Friday, and 1 Saturday in 4, working 08:00-16:00.

 
So, what happens next?

If you are successfully selected you will complete a telephone interview to determine whether or not you will be invited to an assessment day on Tuesday 4th June.


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