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- Tasks: Build positive relationships and manage customer complaints with empathy and professionalism.
- Company: Join an award-winning UK bank committed to growth and employee wellbeing.
- Benefits: Generous holiday allowance, flexible working, and exclusive employee discounts.
- Other info: Diversity and inclusion are at our core; we welcome everyone to apply!
- Why this job: Make a real difference in customer experiences while growing in a supportive environment.
- Qualifications: Strong communication skills and attention to detail are essential.
The predicted salary is between 28800 - 43200 £ per year.
About The Role
As a Customer Relations Officer at Paragon, you will help review and respond to customer complaints, fostering positive relationships with customers, third‑party businesses, trade bodies and regulators. This role enables the bank to maintain high service standards and build sustainable futures for savers and businesses across the UK.
Brief Description
We are looking for an experienced Customer Relations Officer who can efficiently manage complaints, build rapport, and ensure complaints are resolved to complete satisfaction.
Purpose of the Role
Represent the Group in a highly professional manner, handle customer concerns sympathetically and positively, and ensure contractual service standards are met.
Duties and Responsibilities
- Receive and effectively manage incoming complaint related calls
- Review new complaints to ascertain suitability to resolve immediately over the telephone
- Telephone customers to gain information, conciliate, negotiate and build a rapport
- Action non‑standard complaints including high profile on all portfolios
- Fully investigate the background of customer complaints
- Ensure all complaints are resolved to complete satisfaction
- Produce an effective, well‑written final response letter that closes the complaint
- Work closely with other team members, providing assistance where required to ensure team targets are consistently achieved
- Manage, organise and update information on computer systems and paper files to maintain precise records and produce accurate statistics for management information purposes
Skills & Qualifications
- Excellent communication and customer service skills
- Good attention to detail and ability to produce high volumes of work with accuracy and efficiency
- A disciplined approach to work, ensuring deadlines are always met
- Ability to organise and prioritise workload
Working Hours
37.5 hours per week, Monday to Friday, 8.30am to 5.00pm (one hour for lunch) – hybrid model: 1 day in the office each week.
Benefits
- Generous Holiday Allowance: Starting from 25 days and climbing to 30, plus a day off for your birthday, Christmas Eve, and New Year’s Eve. You can also buy or sell up to a week’s leave.
- Share Save Scheme: Opportunity to buy shares at a discounted rate.
- Profit Related Pay: Annual profit sharing for eligible employees.
- Pension Plan: Company contribution up to 10% of salary.
- Family Friendly policies: Enhanced parental pay and paid time off for fertility treatment.
- Employee Discounts: Exclusive discounts on entertainment, travel, shopping, motoring and more.
- Volunteering Day: One volunteering day per year.
- Life Assurance and Personal Accident Cover.
Inclusion
As a Disability Confident Employer, we ensure vacancies are accessible. If you need accommodation, please contact our recruitment team.
Equal Opportunity
Please note, applicants must have the right to work in the UK. We do not offer visa sponsorship.
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Customer Relations Officer employer: Paragon Banking Group PLC
Contact Detail:
Paragon Banking Group PLC Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Relations Officer
✨Tip Number 1
Network like a pro! Reach out to current or former employees on LinkedIn and ask about their experiences. A friendly chat can give you insider info and might even lead to a referral!
✨Tip Number 2
Prepare for the interview by practising common questions. Think about how your skills match the role of a Customer Relations Officer. We want you to shine, so rehearse your answers and be ready to showcase your rapport-building skills!
✨Tip Number 3
Dress to impress! Even if the interview is virtual, make sure you look professional. It shows you’re serious about the role and respect the opportunity. Plus, it’ll boost your confidence!
✨Tip Number 4
Follow up after your interview with a thank-you email. It’s a great way to express your appreciation and reiterate your interest in the position. Remember, we love candidates who show enthusiasm!
We think you need these skills to ace Customer Relations Officer
Some tips for your application 🫡
Show Your Personality: When writing your application, let your personality shine through! We want to see the real you, so don’t be afraid to express your passion for customer relations and how you connect with people.
Tailor Your Application: Make sure to tailor your application to the role of Customer Relations Officer. Highlight your relevant experience and skills that match the job description, especially your communication and rapport-building abilities.
Be Clear and Concise: Keep your application clear and to the point. We appreciate well-structured responses that get straight to the heart of your experience and how it relates to the role. Avoid fluff and focus on what matters!
Apply Through Our Website: Don’t forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for this fantastic opportunity. We can’t wait to hear from you!
How to prepare for a job interview at Paragon Banking Group PLC
✨Know Your Stuff
Before the interview, make sure you understand the role of a Customer Relations Officer. Familiarise yourself with common customer complaints and how to handle them effectively. This will show that you're proactive and ready to tackle challenges head-on.
✨Build Rapport
Since this role is all about building positive relationships, practice your rapport-building skills. Think of examples from your past experiences where you've successfully connected with customers or resolved conflicts. Be ready to share these stories during the interview!
✨Showcase Your Communication Skills
Excellent communication is key in this role. During the interview, focus on speaking clearly and confidently. Listen carefully to the questions asked and respond thoughtfully. This will demonstrate your ability to communicate effectively with customers and colleagues alike.
✨Be Organised and Detail-Oriented
Highlight your ability to manage multiple tasks and pay attention to detail. Bring along examples of how you've organised your workload in previous roles, especially when dealing with high volumes of work. This will reassure the interviewers that you can handle the demands of the job.