Customer Relations Advisor

Job Description

Siemens Financial Services (SFS) is looking for an enthusiastic team member to join our Customer Relations team, and to provide effective customer service, and evidence-based dispute resolution for both Customers and Partners. This role is within the Operations department and provides enhanced levels of customer service for customers with more complex concerns or disputes. Where a dispute involves one of our partners, we will mediate between the two parties to reach a mutually acceptable resolution. This position is based in our office in Stoke Poges.


What part will you play?


* Effectively liaise with internal and external customers by telephone, letter and e-mail in response to complaints or disputes.
* To investigate all customer disputes / complaints in a fair and impartial manner.
* To use an evidence based approach in assessing disputes, ensuring that all parties have opportunity to present their case and to discuss options for resolution.
* To work with colleagues in other departments to find appropriate solutions to all customer disputes, keeping the TCF guidelines foremost at all times.
* Ensure Customer Records are kept up to date and accurate.
* Pro-actively support other team members in the delivery of outstanding Customer Service, e.g. taking calls and sharing workloads during peak periods.
* In conjunction with the Operations Team Leaders identify and follow through process improvement initiatives that will improve the customer’s experience and lead to business efficiencies.
* To be able to work to industry and regulatory guidelines and time frames.



What you need to make real what matters:  

* Proven track record in offering exceptional service to customers (internal and external) via telephone and in writing.
* Experience in a Customer Services / Complaints handling team preferably from a Financial Services background and / or a business to business environment.
* Experience of complaint management or dispute resolution.
* Experience in using Microsoft Office packages.
* Excellent Communication skills - both verbal and written.
* Good Organisational and time management skills.

* Knowledge of regulatory bodies which may include Financial Ombudsman Service (FOS),

Financial Conduct Authority (FCA) and Finance and Leasing Association (FLA) is desirable.


We’ve got quite a lot to offer:

It’s incredibly important that our people enjoy working here and therefore we take great pride in having a friendly, helpful and engaging culture. We also appreciate that development and training is important to many and that’s why we have a supportive environment which invests in our employee’s development.

Our compensation package includes a competitive salary, quarterly bonus, 26 days holiday allowance, competitive pension and private healthcare. We celebrate the fact that our employees are individuals and have different wants and needs. With this in mind, we have a flexible benefits scheme where you can tailor your benefits package to suit you.

If we all thought the same, we would never think of anything new. That’s why we recruit great minds from all walks of life. Siemens encourage everyone to bring their whole self to work and we support applications from a diverse talent pool. We are proud to announce that we have partnered with VERCIDA, the UK's largest diversity and inclusion focused careers site where all our vacancies are in an accessible format. We welcome the opportunity to discuss flexibility requirements with our applicants to encourage agile working and innovation.


Apply now and make your mark in our exciting world at Siemens!

#Li-VH1



Job ID: 191393

Organization: Financial Services

Company: Siemens Financial Services Ltd.

Experience Level: not defined

Job Type: Full-time

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