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CAREERS IN LEASING
 
New Leaf Search Job Reference:: OSV/J2301
Job Title:: J2301 - Operations Executive, Customer Relations - UK, Thames Valley - Asset Finance
Location:: SE Eng
Salary:: 22,000 - 27,000 plus excellent bonus and benefits
Description
Salary: £22,000 - £27,000 plus excellent bonus and benefits
Location: UK, Thames Valley
Bonuses: Excellent
Benefits: Excellent
Job Function:  Operations & Support
Vacancy Type:  Permanent
Asset Type / Sector: All Assets / Sector
Job Description : J2301 - Our client is seeking an enthusiastic team member to join their Customer Relations team to provide effective customer service and evidence-based dispute resolution for both Customers and Partners. This role is within the Operations team and provides enhanced levels of customer service for customers with more complex concerns or disputes. Where a dispute involves a partners, you will mediate between the two parties to reach a mutually acceptable resolution. Location: UK, Thames Valley. Salary: £22,000 - £27,000 plus excellent bonus and benefits.

KEY ACCOUNTABILITIES:

Effectively liaise with internal and external customers by telephone, letter and e-mail in response to complaints or disputes.
Investigate all customer disputes in a fair and impartial manner.
Use an evidence-based approach in assessing disputes, ensuring that all parties have opportunity to present their case and to discuss options for resolution.
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.
Work to industry and regulatory guidelines and time frames.

PERSON SPECIFICATION:

Proven track record in offering exceptional service to customers (internal and external) via telephone and in writing.
Experience in a Customer Services 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.
Minimum of 5 GCSE’s grade C or above (must include Maths and English).                                                                                
Excellent Communication skills – both verbal and written.
Good Organisational and time management skills.
Knowledge of regulatory bodies which may include FOS, FCA and FLA is desirable.

We strongly favour applicants with proven relevant experience in Financial Services; particularly in Asset Finance and Leasing.

Contact:: Jane Theobald
Email:: leasingworld@newleafsearch.com
Phone:: +44 (0) 203 740 7222

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