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For Companies At a Glance
- Tasks: Manage customer complaints, ensuring accurate triage and resolution.
- Company: Join a leading bank with a strong commitment to customer service.
- Benefits: Gain valuable banking experience in a supportive environment.
- Other info: Temporary role with potential for extension; Monday to Friday hours.
- Why this job: Make a real difference by resolving customer issues and enhancing their experience.
- Qualifications: Strong banking knowledge and excellent communication skills required.
The predicted salary is between 30000 - 40000 £ per year.
Honeycomb is proud to be working alongside a leading bank to recruit for a Customer Resolutions Administrator on a temporary basis. This is a key role, supporting the Customer Resolutions team to ensure customer complaints are accurately triaged, investigated and resolved.
The Role
- Manage a queue of customer complaints, ensuring each case is correctly categorised and progressed through investigation to resolution.
- Triaging complaints, ensuring the customer's concerns are fully understood and recorded.
- Correctly categorising complaints on the complaint's portal.
- Investigating complaints by reviewing case notes, file documentation and transactional history.
- Completing end-to-end resolution, including drafting clear resolution letters and issuing outcomes to customers.
- Managing an allocated queue of cases and delivering an agreed volume of resolutions per week.
- Escalating complex matters where appropriate.
The Person
- Strong banking experience and a customer-focused mindset, with the ability to follow processes and communicate outcomes clearly.
- Essential: Previous banking experience with a solid understanding of products, services and customer journeys.
- Strong attention to detail, with the ability to correctly categorise cases and maintain accurate records for reporting.
- Excellent written communication skills, including drafting clear, customer-friendly resolution correspondence.
- Strong investigative skills and confidence reviewing case notes, documentation and transactional history.
- Desirable: Previous experience and familiarity with internal banking systems and complaints processes.
- Prior complaints handling/customer resolutions experience (banking preferred).
- Exposure to regulated complaint handling standards is beneficial.
Working Hours & Contract
- Hours of Work: Monday to Friday, 9 am to 5 pm
- Contract: Temporary (3 months initially with a review for extension)
How to Apply
To speak in absolute confidence about this opportunity, please send an up-to-date CV via the link provided or contact Cora Montgomery at the details provided. If you have a disability, which means you require assistance at any stage of the recruitment process, please contact us directly to discuss. Honeycomb is committed to providing equality of opportunity to all.
Customer Resolutions Administrator employer: Honeycomb Jobs Limited
Contact Detail:
Honeycomb Jobs Limited Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Resolutions Administrator
✨Tip Number 1
Get to know the company inside out! Research their values, mission, and recent news. This will help you tailor your approach and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Network like a pro! Reach out to current or former employees on LinkedIn. Ask them about their experiences and any tips they might have for landing the role. You never know who might put in a good word for you!
✨Tip Number 3
Prepare for the interview by practising common questions related to customer resolutions and banking. Use the STAR method (Situation, Task, Action, Result) to structure your answers and highlight your relevant experience.
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email can go a long way in showing your enthusiasm for the role. Plus, it keeps you fresh in their minds as they make their decision.
We think you need these skills to ace Customer Resolutions Administrator
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Customer Resolutions Administrator role. Highlight your banking experience and any relevant skills that match the job description. We want to see how you can hit the ground running!
Show Off Your Communication Skills: Since excellent written communication is key for this role, ensure your application reflects this. Use clear and concise language, and don’t forget to showcase your ability to draft customer-friendly correspondence.
Detail Your Investigative Skills: In your application, emphasise your strong investigative skills. Mention any experience you have with reviewing case notes or documentation, as this will show us you can handle the complexities of customer complaints.
Apply Through Our Website: We encourage you to apply through our website for a smoother process. It’s the best way for us to receive your application and keep track of it, so don’t miss out on this opportunity!
How to prepare for a job interview at Honeycomb Jobs Limited
✨Know Your Banking Basics
Make sure you brush up on your banking knowledge before the interview. Understand the products and services offered by the bank, as well as common customer journeys. This will help you answer questions confidently and show that you can hit the ground running.
✨Master the Art of Triaging
Since the role involves triaging complaints, practice how to effectively categorise and prioritise issues. Think about how you would approach different types of complaints and be ready to discuss your thought process during the interview.
✨Showcase Your Communication Skills
Prepare to demonstrate your written communication skills. You might be asked to draft a sample resolution letter or explain how you would communicate outcomes to customers. Keep it clear, concise, and customer-friendly!
✨Be Ready for Investigative Questions
Expect questions that assess your investigative skills. Be prepared to discuss how you would review case notes and documentation to resolve complaints. Use examples from your past experience to illustrate your approach and problem-solving abilities.