Escalated Complaints Associate

☞ Sainsbury’s Bank

View: 108

Update day: 01-06-2024

Location: Rosyth Scotland

Category: Marketing / PR Administrative / Clerical / Assistant Consulting / Customer Service

Industry: Banking Financial Services

Job type: Full-time

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Job content


In a nutshell
As an Escalated Complaints Associate you will provide best in class complaints handling service through resolving all complaints not resolved at point of contact by providing a high quality and consistent resolution to complaints leading to fair customer outcomes.

You’ll have previous experience working within complaints, ideally within Financial Services. Within this role you’ll be working closely with different stakeholders, and as a result you must have great communication skills and the ability to tailor these to suit your audience.

Please note the working hours for this role are Monday - Friday between 8AM - 6PM and you will be required to work 1 Saturday every 4 weeks.


What You’ll Be Doing

  • Improving the overall customer relationship, making customers aware of Sainsbury’s bank complaints procedures
  • Acknowledging complaints promptly and responding to them within set time limits, systematically and fairly
  • Resolving customers’ complaints, investigating the cause of any complaints, gathering information from all relevant teams and systems
  • Making fair, impartial decisions on whether to uphold a complaint in line with Sainsbury’s bank / regulatory frameworks, ensuring fair customer outcomes are achieved.
  • Summarising any additional actions required, advising customers when they can expect a final response, drafting and sending out correspondence
  • Maintaining customer related information systems for accurate record keeping
  • Using complaint information to improve service and sales standards where appropriate
  • Ensuring compliance with legal requirements, industry regulations, Sainsbury’s bank policies and standards


What You Need To Know And Show

  • Proven experience in resolving customer complaints in a financial institution
  • Excellent communicator both verbally and written with strong attention to detail
  • Good understanding of the financial service industry and Sainsbury’s Bank products and service channels
  • Demonstrate an ability to think and reason logically
  • Strong advocacy for delivering fair customer outcomes
  • Ability to manage own workload and work effectively under pressure
  • Enthusiastic team player with ability to work closely with others to deliver results
  • Customer focused – looks for ways to add value and improve customer service


Our Benefits
In addition to the all- important competitive salary, pension & bonus offering, we totally get that life outside work is important to us all. So we want to shout out some of our other great benefits…
  • We offer flexible working to help you achieve a good work/life balance
  • Opportunity to buy extra holidays is on the table
  • Discounts on your weekly shop, buying a laptop or sofa? We’ve got it covered through your Sainsburys, Argos and Habitat store discount card
  • Cycle to work scheme and great coffee and cake!


A Little About Us & Our Culture
We’re proud of our heritage as the UK’s first supermarket bank. As digital technology drives the banking landscape we want to be at the cutting edge of this technology, offering award winning innovative digital banking products to our customers. Technology is where we see our growth therefore, we need innovators to join us and drive the next phase of our evolution.

We’re a friendly bunch who collectively share a passion to make our customers’ financial lives easier. As part of the wider Sainsbury’s Group, being one of the UK’s most trusted brands, it brings our colleagues a wealth of opportunities to fulfil their potential. Here, you can be part of something bigger and help to create a new approach that puts the customer at the heart of everything we do.

Everyone is welcome at the Sainsbury’s Group, and we’re proud to be an equal opportunities employer that champions a diverse and inclusive culture that reflects the diversity of the communities we serve.

Work-life balance is important to us, so we offer our colleagues as much flexibility as possible in line with the needs of their role. We trust them to decide how, where and when they work, combining remote and collaborative working with a flexible approach to hours within their working days, giving plenty of time and space for life outside of work whilst delivering against our business goals.

If you’re interested in applying and are excited about working with us but are unsure if you have the right skills and experience – we’d still love to hear from you! We’d also be happy to discuss more flexible working options such as job shares and part time working.


As this role involves working within a regulated environment any offer will be subject to satisfactory background checks including criminal record check, credit check, fraud check and employment references.

Primary Location
GB-GB-Rosyth


Work Locations
Sainsburys Bank Rosyth and Home


Job
Customer Operations


Schedule
Full-time


Advertised Salary
competative

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Deadline: 16-07-2024

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