Customer Relations provides first class complaint resolution for RBS UK- The role is an excellent platform for development and a career path within the RBS Group, and covers a diverse range of the Bank's processes, policies and procdures- There are currently a number of Customer Relations Advisor positions available-
Job Description
To deliver world class complaints handling through the recording, investigation and resolution of customer complaints for Retail customers
Requirements
- Passion for outstanding customer service
- Good verbal and written communication skills
- Ability to manage and diffuse conflict
- Ability to resolve disputes and negotiate settlement
- Ability to assess and understand all relevant information and reach a fair decision
- Good attention to detail
- Highlight areas where improvement can be achieved, either within the business or relating to our products and services
Responsibilities
- To own and manage complaints received into CRU, ensuring they are handled within agreed service and quality perameters-
- To ensure that complaints you deal with comply with the FSA regulations
- Your responsibilities include offering redress where appropriate, within agreed limits
- Wherever possible you will be expected to resolve the complaint without the need to issue the Bank's Final Response letter which allows referral rights to the Financial Ombudsman
The Individual
Skills required are: - The ability to demonstrate real customer focus, approaching solutions to problems from a customer perspective
- Strong written and verbal communication skills
- Good understanding of the English language and excellent letter writing skills-
- Have the ability to plan and organise workload, showing attention to detail
- Being able to handle conflict and remain customer focussed with a view to recovering relationships through complaint resolution and mediation-
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