Customer Relations Officer

Customer Relations Officer

Location: Bristol (Hybrid)

This is a hybrid position based in Bristol. We’re committed to your flexibility and wellbeing and our hybrid strategy currently requires three days a week in the office, giving you the option to work remotely for some of your working week. Find out more about our culture of flexible working.

We give you a world of potential 

We have an exciting opportunity within our Customer Relations Team. If you’re passionate about supporting customers, confident in investigating complex cases with a passion to achieve fair and consistent outcomes for customers, this could be the role for you.

This opportunity is for an experienced and knowledgeable individual in a business area which offers a varied workload, development opportunity through our Career Development Framework and Line Manager support. If you’re a meticulous person and like to get stuck into the detail, investigating and being a problem solver, this may be the role for you.

A role you will love

As a Customer Relations Officer you’ll investigate often complex queries and use that investigation to respond to customer complaints You’ll determine what happened, how to put the matter right, determine the right outcome and record if the complaint is regulated by the FCA.

You’ll need to be able to forensically investigate issues in an independent, impartial, and non-judgemental way and to provide a full and detailed response to the customer. As you will handle multiple cases simultaneously, effective time management is essential. You should be confident working both independently and as part of a team.

Note that the hybrid work arrangement will begin after the six-month probation period.

The start date will be on Monday 4th November.

Other key responsibilities include:

• Ensuring complaints are correctly identified, logged and regulatory timescales are observed
• Ensuring responses are fully investigated including identifying and rectifying errors, ensuring Complaint Handling (DISP) Rules and Treating Customers Fairly (TCF) principles are followed
• Delivering excellent customer service and focussing on direct customer contact to help resolve complaints at first point of contact
• To be fully conversant with the business’s regulatory responsibilities

What will you bring to the role?

We are looking for intuitive colleagues with strong interpersonal skills and operational experience in direct customer interaction. Essential qualities include the ability to establish good working relationships with immediate colleagues and stakeholders from other business areas. We are looking for motivated, energetic, and enthusiastic team members.

You’ll need to be resilient, determined, and adaptable communicators to converse clearly with customers, including those deemed vulnerable, often about highly emotive issues.

You’ll also need:

• Strong complaint-handling background preferably in a financial setting
• Excellent interpersonal skills including influencing and negotiating
• Exceptional letter-writing ability
• Ability to acquire company and product knowledge quickly, learning processes and understanding our policies
• Good level of regulatory awareness, particularly DISP and complaint handling
• Excellent stakeholder management skills and the ability to present complex complaints in a structured and considered manner
• Good organisational skills to fully own and be accountable for management of caseload in line with regulatory timescales
• Good numeracy skills to understand and perform complex financial transactions
• Demonstrate resilience in times of scrutiny, change and pressure
• Customer Service skills

This is a fantastic opportunity to join a professional and established team with the prospect of developing and benefiting from the support of a close-knit customer care team.

No weekends! We’re offering Monday – Friday, 37.5 hours per week, within the core hours 8AM – 5:30PM (UK time). 

The Bristol office

Our office is the gem we are proud of – it features:

• A green outdoor area with seating and fantastic views across Bristol
• Allotments for gardening which are available for hire
• Ever fancied being a beekeeper, we have beehives
• A 24/7 gym with updated equipment for cardio, weights, and classes
• Traditional weekly market stalls, with all proceeds going to our annual charitable initiative
• Bookable secure free parking
• Discounted fees for the Airport Flyer bus to and from the city centre
• Healthy food and drink options, including a restaurant, café, and 24/7 self-service shop. Each pavilion has a kitchen with microwaves, Tea, coffee, cereals, and seasonal fruit

Rewards designed for you

Flexible work to help you find the best balance between work and lifestyle. 

Health and wellbeing rewards that can be tailored to support you and your family. 

Invest in our business by setting aside salary to purchase shares in our company, and you’ll receive a company contribution as well. 

Extra rewards ranging from recognition awards and team get togethers to helping you invest in your future. 

And more. Ours is a welcoming and close-knit community, with experienced colleagues ready to help you grow. Our handbook will help you find out more about our rewards and life at Computershare, visit computershare.com/careers-handbook

A company to be proud of

We’re a global leader in financial administration with over 12,000 employees across more than 22 different countries. At Computershare, it’s more than just a job, our open and inclusive culture means that we will help you to grow, to move forward and make the most of our world of opportunities.

A diverse and inclusive place to work

Computershare celebrate the diversity of our people, and we welcome applications from everyone. We believe that having a culture of inclusion is essential in delivering good results. Attracting, retaining, and developing a diverse workforce where employees feel valued, respected, and empowered allows people to reach their full potential. As a business this diversity helps us to better reflect and understand our customers’ needs to allow us to drive better outcomes.

We are happy to accommodate individual needs during your application journey. If you require disability accommodations or adjustments, please email us at [email protected] detailing your requirements and contact information.

Computershare is an equal opportunity employer. Qualified applicants will receive consideration for employment regardless of race, color, religion, sex, sexual orientation, gender identity or expression, national or ethnic origin, age, disability, protected veteran status, or other characteristics protected by applicable law.

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