Customer Account Administrator

Full Time Permanent

Manchester Jobs Board

Customer Account Administrator

* Lakeside, Cheadle SK8, UK

* Full-time

* Department: Customer Operations

* Working Hours: Standard (09:00am-17:30pm)

* Contract type: Permanent

* Office or Field Based: Office Based (Cheadle, SK8 3GW)

Company Description

Salary: £20,000 – £22,000 plus performance bonus and benefits

Established in 1974, we employ over 600 colleagues, a specialist lender offering a range of mortgage and secured loan products to individuals and businesses, who are typically underserved by mainstream lenders.

Over 47 years of successful trading has positioned our client as a market leader, thanks to a common-sense approach to lending.

Our client is a business that never stands still, providing an exciting place to work for individuals who deliver to a high-standard and embrace change.

We understand that for our business to grow, our people must grow.

Job Description

The role is to provide comprehensive customer service and an excellent administration facility to external and internal customers, focusing on complex tasks and ad-hoc requests, and to promote a customer focused environment.

Key responsibilities:

* Provide accurate information to internal/external customers in line with policies and procedures

* Identify and accurately report any customer complaints.

* To process payments for customers as a result of a complaint outcomes to ensure the complaint can be closed and the customer receives the agreed resolution in a timely manner.

* To manage post received into the department to ensure it is logged, stored and responded to accurately and in a timely manner.

* To accurately process all requests for redemption figures to prepare them for calculation, within SLA. Ensuring any other requests for information are recorded and logged in line with procedures.

* To accurately identify and log GDPR Rights requests.

* Liaise with third parties to obtain information that supports customers’ requests.

* To report and identify breaches in the procedures and raise awareness to the Risk and Incident Manager.

* Daily redemption reporting.

* To accurately and promptly calculate redemption figures for both internal and external customers in line with the terms and conditions of redemption and any applicable regulations.

* To liaise with regulatory bodies such as FOS/the courts in relation to complaint investigations, to ensure all case files are submitted accurately and on time.

* To manage all complex redemption requests, to ensure they are completed correctly and within SLA.

* Raise awareness to management of any issues that arise in relation to procedures.

* To adhere to all Company Health & Safety policies, guidelines and legislation


Essential Skills:

* Ability to work to tight deadlines

* Attention to detail with a methodical approach

* Strong communication, literacy skills and relationship building

* Ability to multi-task and take a pro-active approach

* Task management, planning and efficiency

* Identifies and understands customer's needs and customer satisfaction

Additional Information

We offer a range of company benefits, including shared reward scheme, discretionary bonus, 24 days holiday plus your Birthday, entitlement increases over time, holiday purchase scheme, matched pension contribution, life assurance, critical illness cover, health cash plan, private medical insurance, access to company's holiday homes, regular team/individual incentives, travel season ticket loans, Ride to Work scheme, free gym access and local bar/restaurant discounts


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