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Overview

Our leading Douglas-based Finance Sector Client is growing their Customer Services team and now require an additional Customer Services Technician to join them.

Reporting to the Team Manager, the core purpose of Customer Services Technician role is to independently investigate and respond to complaints from a wide range of customers and external stakeholders. Specific duties will include:

• Monitoring various email inboxes to identify complaints, passing on non-complaints to the appropriate teams
• Recording complaints on the appropriate logs and maintaining accurate records throughout the resolution process
• Acknowledge complaints within regulatory and internal SLA timescales
• Thoroughly investigate complaints, taking into account internal policies and procedures whilst managing customer expectations
• Determine whether or not a complaint is justified and recommend restorative action
• Compose responses to customers / stakeholders outlining the complaint, details of the investigation and outcome
• Completion of ancillary tasks such as ORICs, payment requests and compensation authorisations

The ideal candidate for the role of Customer Services Technician will have:

• Strong analytical skills together with attention to detail and a desire to seek equitable solutions for customers / stakeholders
• Strong written skills with the ability to pitch responses appropriate to a wide-ranging customer base, some of whom English will be a second language
• Previous experience in a customer-facing environment ideally with significant experience in resolving customer complaints
• Good knowledge of products offered by an international life assurance company
• Educated to A Level standard or higher