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Job description

An exciting opportunity has arisen for a Customer Care Advisor to join a busy and growing customer service team. This role is ideal for a customer-focused professional who enjoys problem-solving, delivering excellent service, and supporting customers through complaint resolution and account queries.

Responsibilities

• Investigate and respond to customer complaints in a timely and professional manner.
• Handle incoming and outgoing customer calls.
• Manage customer correspondence via email and written communication.
• Respond to online reviews and social media interactions.
• Process and respond to data access requests.
• Liaise with internal departments to resolve customer issues effectively.
• Maintain accurate records and update internal systems.
• Ensure all customer interactions are handled in line with regulatory requirements and company procedures.
• Monitor and action internal diary requests and cancellation-related enquiries.

Skills and Qualifications

Essential Skills

• Minimum of 2 GCSEs at Grade C or above (or equivalent), including English Language and a Maths-related subject.
• Minimum of 12 months' customer service experience.
• Excellent written and verbal communication skills.
• Experience using telephone or call handling systems.
• Strong decision-making and problem-solving abilities.
• Ability to handle sensitive information with a high level of confidentiality.
• Strong organisational skills and attention to detail.
• Willingness to work towards professional industry qualifications.

Desirable Skills

• Experience within the insurance or financial services sector.
• Previous complaints handling experience.
• Knowledge of FCA regulations and Treating Customers Fairly (TCF) principles.
• Experience responding to online reviews or social media enquiries.

Further Information

About the role: £25,662.83 per annum Monday - Friday, 9AM - 5PM. 37.5 hours per week. Hybrid working available following training. 30 days annual leave, including designated bank holiday closures. Employee discount scheme. Permanent.