Part Time FOS Case Manager
An exciting new job opportunity has become available as a Part Time FOS Case Manager at a leading international company in the financial sector.
You will be managing elements of the customer complaint journey, ensuring that the Business delivers excellent service to customers, Regulators - Financial Ombudsman Service (FOS), and Financial Services Authority (FSA) and stakeholders, ultimately enabling the Business to restore trust with its Regulators and customers.
The role of FOS Case Manager has become available in Leeds due to continued growth and expansion, and is £11.72 per hour. The part time hours are 5pm - 10pm and training will match these shift times.
To provide “seamless” customer service, you will be required to
· Work with colleagues and areas across the organisation to deliver consistently high standards
· Develop and deliver timely, accurate and effective responses to correspondence
· Meet service levels as agreed with the Regulator (either FOS or FSA) and keeping customers/Regulators up to date with progress.
· Supporting the delivery of a best in class FOS and FSA relationship and performance through good quality responses
You will also be required to
· Demonstrate excellent attention to detail, making decisions where uncertainty exists to resolve issues correctly first time
· Ensure that complaint records are kept up to date to ensure all FOS/Customer contact is recorded to enable Customer Relations Teams to deal effectively.
· Take ownership of complex or technical telephone or e-mail queries from FOS/Customer’s/Claims Management Companies (CMCs)
· Suggesting and implementing operational process improvements, supporting colleagues to accept and adapt to the resulting changes, to deliver a better service for our customers and/or improve efficiency.
· Addressing and where appropriate escalating complaints, issues and problems to the Team Leader or relevant channel to achieve the best possible outcome for the customer and the business in line with Regulation, Company policy and best practice.
The ideal candidate should have experience in and be able to
· Communicate Well Make Relationships Work
· Make Informed Decisions
· Manage Change Effectively
· Manage Compliance and Risk
· Plan Effectively
Experience required includes
· Providing a consistently high standard of customer service.
· Excellent written and verbal communication skills
· The ability through written correspondence to negotiate an outcome or defend a position
· Strong decision making skills
· Excellent numeracy skills and the ability to understand complex numeric calculations
To register interest in this position, please apply with a copy of your most up-to-date CV.
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