Customer Solutions Redress Administrator

JOB TITLE: Customer Solutions Redress Administrator

SALARY:  £26,200

LOCATION(S): Edinburgh

HOURS: Full-time, 35 Hours

WORKING PATTERN: Our work style is hybrid, which involves spending at least two days per week, or 40% of our time in our Edinburgh Citymark Office.

Colleagues with disabilities can be supported with workplace adjustments including hybrid working expectations in line with our Flexibility Works policy. 

What you’ll be doing:

Within the Customer Solutions Redress Team, we specialise in rectifying errors across various products, ensuring our customers are restored to their rightful financial positions.

This is a fantastic opportunity to join our team and be part of an established group dedicated to delivering outstanding customer service across all communication channels.

We are seeking an individual with a proven track record of providing outstanding customer experiences. Effective communication and adherence to processes are crucial.

You must demonstrate a genuine passion for prioritising customers and proactively resolving day-to-day challenges.

In this role you’ll:

• Deliver accurate customer outcomes, investigating and resolving errors to ensure customers are returned to their correct financial position

• Provide exceptional customer service across multiple communication channels, ensuring a consistently positive customer experience

• Adhere to established processes and controls, maintaining high levels of accuracy, compliance, and attention to detail

• Take ownership of customer queries via Phone or Email, proactively identifying and resolving issues while prioritising customer needs

Why join us?

We’re on an exciting journey to transform our Group and the way we’re shaping finance for good. We’re focusing on the future, investing in our technologies, workplaces, and colleagues to make our Group a great place for everyone.

What we’re looking for?

• Outstanding customer service with minimum 1 years’ experience

• Proficiency in Microsoft packages, including Excel and Teams

• Strong telephony communication skills with minimum 1 years’ experience

• Ability to manage time and priorities to meet targets

And any experience of these would be great:

• Knowledge of relevant customer service systems

• Awareness of products and business areas

• Ability to identify and implement more efficient and effective task methods

• Desire to improve personal abilities and knowledge

We know that great talent comes from many backgrounds. Whilst this job advert may reference specific years of experience, we recognise that skills are developed in many ways, so if you have relevant, transferable experience, we encourage you to apply.

This is a place for you:

Our ambition is to be the leading UK business for diversity, equity and inclusion supporting our customers, colleagues and communities and we’re committed to creating an environment in which everyone can thrive, learn and develop.

We also offer a wide-ranging benefits package, which includes

• A generous pension contribution of up to 15%

• An annual performance-related bonus

• Share schemes including free shares

• Benefits you can adapt to your lifestyle, such as discounted shopping

• 22 days’ holiday, with bank holidays on top

• A range of wellbeing initiatives and generous parental leave policies

Ready for a career where you’ll learn and thrive?

Apply today and find out more.

Please note our roles can generate a considerable amount of interest and close early so don't miss out on this opportunity to apply today.