Customer Service Advisor

CLD Recruitment (Leeds) Ltd
28 Nov 2016
09 Dec 2016
Contract Type
Full Time
Customer Services Advisor GBP14 - GBP15k (d.o.e)My client a leading law firm in the centre of Leeds is looking to recruit a permanent full time Customer Services Advisor to work Monday through to Friday, from 9am until 5pm within their busy Conveyancing Department.MAIN RESPONSIBILITIESTo be the central point of contact for all complaints that are made to the unit, investigating, evaluating and managing each one to ensure that the firm handles all complaints (both written and verbal) in a fair and transparent way; To evaluate each complaint and determine an appropriate course of action and where appropriate, redress. This will typically involve reviewing and assessing the client file and comparing case notes etc against our SLA's, in order to understand the merit of each complaint and where necessary to mitigate against it; To co-ordinate, lead and manage all complaints in accordance with the Complaints Handling Policy, moving through the appropriate stage(s) of the complaints procedures, working with managers and colleagues so that complaints are resolved at the earliest stage and, where appropriate, advising senior managers on appropriate forms of redress where complaints are upheld; To ensure that appropriate systems are in place so that all complaints are processed and resolved in a timely, fair and transparent manner.SKILLS, QUALIFICATIONS AND EXPERIENCE REQUIRED You MUST have previous experience of working within Customer Services, ideally within a high volume environment; Previous experience of ensuring adherence to quality standards and compliance with professional and technical standards; Excellent verbal and written communication skills; Proven IT skills;A flexible and adaptable approach to work.CLD Recruitment (Leeds) Ltd is acting as an Employment Agency in relation to this vacancy. CLD Recruitment (Leeds) Ltd is an Equal Opportunities employer; we welcome applicants from all backgrounds.