Customer Service Representative - Regulatory Agent - £14 p/h

Customer Service Representative / Regulatory Agent - Newcastle - �14 p/h

My client has a long-established partnership with a Major UK High Street Bank, where we manage their personal lending business. We provide support to customers and colleagues, contacting us with financial enquiries and requests about their loan account. We also provide support to our client's loan product finance team.

We are looking for colleagues to join our team of Regulatory Agents supporting our colleagues in putting our customers at the heart of everything we do every day.

Skills / Experience:

• Sociable, helpful and eager to provide excellent service to customers.
• An excellent eye for detail, ensuring customer interactions meet our client and regulatory obligations.
• Keen to take responsibility for managing customer information in line with GDPR.
• Experience of working with computer systems, specifically Microsoft Excel.
• Having knowledge and experience of Financial Conduct Authority (FCA) regulation in complaint handling, particularly Dispute Resolution rules and Customer Outcome Testing is highly desirable. If not, then experience in other regulated environments would also be useful.
• This role involves monitoring customer calls taken by colleagues and assessing them against agreed criteria as well as investigating and resolving customer complaints.
• Strong written and verbal communication skills are essential, both in terms of corresponding directly with customers where concerns are raised or in detailing the outcome of a colleague's monitored call.
• A Team Player who enjoys collaborating with team mates to deliver that outstanding customer service together, and working together to identify continuous improvement ideas.
• And through all this achieve core Key Performance Indicators.

Work Environment:

The role is an office based one working on our site at Cobalt Business Park, Mercury House. There is the possibility of Hybrid working after the first 6 months. Induction training is for a period of 6-Weeks - with 3-Weeks classroom-based training followed then by 3-Weeks on the job training.

Your working hours will be between 8am - 6pm, Monday to Friday. Under exceptional business circumstances there may be weekend working required between the hours of 9am-6pm.

Customer Service Representative / Regulatory Agent - Newcastle - �14 p/h

Damia Group Limited acts as an employment agency for permanent recruitment and employment business for the supply of temporary workers. By applying for this job you accept our Data Protection Policy which can be found on our website.

Please note that no terminology in this advert is intended to discriminate on the grounds of a person's gender, marital status, race, religion, colour, age, disability or sexual orientation. Every candidate will be assessed only in accordance with their merits, qualifications and ability to perform the duties of the job.

Damia Group is acting as an Employment Business in relation to this vacancy and in accordance to Conduct Regulations 2003.