- Bristol City Centre – hybrid (2 days from home after training)
- Office hours, Monday – Friday
Our client is a leading provider of probate legal services, and we’re proud to be supporting them in the recruitment of a Customer Relations Officer! Our client is committed to delivering exceptional customer service, and this role is key in ensuring an exceptional client experience.
You will be taking full ownership of and ensuring all complaints are resolved to the highest standards and in line with industry regulations. Due to the nature of this role, previous experience in a similar complaints or customer resolution role is required.
Responsibilities will include:
- Acting as first point of contact for customer or business partner complaints
- Resolving complaints in line with company and industry standards
- Providing trend analysis of complaints and gathering customer feedback
- Delivering training and support to colleagues on complaint trends and best practice
- Working reactively when needed and prioritising high-level complaints
- Maintaining up to date knowledge of regulatory compliance and relevant external legislation
- Conducting file audits and investigations to ensure work meets quality standards
- Carrying out call listening and review to gauge levels of customer service
Required skills and experience:
- Minimum of 2 years working in a complaints handler/customer resolution role
- Experience handling complaints or complex queries in a regulated environment
- Strong attention to detail and analytical skills
- Exceptional communication skills including the ability to draft written communications and letters
If you’re ready for your next challenge, please apply or get in touch for more information.