Customer Relations Officer

Overview

Resolve and manage customer complaints, ensuring satisfaction and accurate records.

Key Responsibilities

• call handling
• complaint investigation
• response letter
• data management
• statistics reporting
• team collaboration

Tasks

-Telephone customers to gain information, conciliate, negotiate and build a rapport -Review new complaints to ascertain the suitability to resolve immediately over the telephone -Produce an effective, well written final response letter that will close the complaint -Receive and effectively manage incoming complaint related calls -Fully investigate the background of customer complaints -Manage, organise and update information on computer systems and paper files to enable precise records to be maintained and accurate statistics to be produced for management information purposes -Ensure that all complaints are resolved to complete satisfaction -Action non-standard complaints including ‘high profile’ on all portfolios -Work closely with other team members, providing assistance where required, to ensure that team targets are consistently achieved

Requirements

• organisation
• prioritisation
• communication
• customer service
• attention to detail
• efficiency

What You Bring

-Ability to organise and prioritise workload -Excellent communication and customer service skills -Good attention to detail with emphasis on producing high volumes of work with accuracy and efficiency

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Benefits

-Family Friendly policies : We offer enhanced parental pay and paid time off for fertility treatment -Volunteering Day: Contribute to causes you care about with one volunteering day per year -Profit Related Pay: We share some of our annual profit with our eligible employees -Life Assurance and Personal Accident Cover -Pension Plan: We contribute up to 10% of your annual salary towards your pension -Generous Holiday Allowance: Starting from 25 days and climbing to 30, you also get to enjoy a day off for your birthday, Christmas Eve, and New Year’s Eve. You can also buy or sell up to a week’s leave -Employee Discounts: Enjoy exclusive discounts on entertainment, travel, shopping, motoring and more -Share Save Scheme: Annually, you have the opportunity to buy shares in Paragon at a discounted rate

About Paragon Banking Group Plc

-Operates through two main segments: mortgage lending (primarily buy‑to‑let) and commercial lending including motor, development, SME and structured finance. -Has built a strong pipeline in buy‑to‑let and property development finance, recently driving notable loan growth. -Notable for limited motor finance exposure amidst broader sector risks, highlighting its prudent risk management. -Strong digital push with initiatives like the Spring savings app and enhanced buy‑to‑let mortgage platforms.

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