Customer Support Complaints & Escalations Advocate

📋 Description

• Investigate, manage, and resolve escalated customer complaints where first level resolution team
• Manage multiple complaint cases simultaneously in an efficient and effective manner in accordance
• Provide support to our front-line team members to help improve first point resolution (and reduce
• Stay alert to trends in complaints, customer and front-line team feedback in daily routine; alert
• Develop productive working relationships with a range of stakeholders across the Operations team
• Partner with operational leadership to ensure complaint SLAs, efficiency metrics, and quality

🎯 Requirements

• Minimum of 2 - 3 years experience in Customer Service roles, with specific Escalations / Complaints
• Experience working in a regulated financial services role under FCA regulations.
• Experience in service delivery in an omnichannel environment - across phone, messaging and social
• A self-motivated, analytical mindset and thrive in dynamic environments with evolving priorities.
• Strong time management skills.
• Excellent written and verbal communication skills.

🎁 Benefits

• Remote work
• Medical insurance
• Flexible time off
• Retirement savings plans
• Modern family planning