At a Glance
- Tasks: Build positive relationships with customers and manage complaints effectively.
- Company: Award-winning UK bank focused on growth and sustainability.
- Benefits: Generous holiday allowance, employee discounts, and a flexible work environment.
- Other info: Hybrid working model and opportunities for personal development.
- Why this job: Join a friendly team and make a real difference in customer relations.
- Qualifications: Excellent communication skills and attention to detail required.
The predicted salary is between 28800 - 43200 € per year.
Platinum Investors in People employer and an award‑winning UK bank, focused on growth. Our customers include savers and businesses across the UK and, working together, we use our specialist expertise to help them achieve their ambitions and build a sustainable future. If you’re an experienced Customer Officer looking for an opportunity to grow in a friendly environment, we’re looking for you!
This role is fixed term until the end of 2026.
Purpose of the role: To build positive relationships with customers, third‑party businesses, trade bodies and regulators. You will be required to represent the Group in a highly professional manner, dealing with customer concerns sympathetically and positively whilst ensuring that contractual service standards are achieved.
What You’ll Be Doing:
- Receive and effectively manage incoming complaints related to DCA commissions
- Review new complaints to ascertain if the agreement falls within the scope outlined by the Financial Conduct Authority (FCA) and investigate accordingly
- Identify new complaints to ascertain if they fall outside the scope outlined by the FCA and manage accordingly
- Communicate with customers, via telephone or e‑mail, to gain information, conciliate, negotiate and build rapport
- Action non‑standard complaints including ‘high profile’ on all portfolios
- Fully investigate the background of customer complaints
- Ensure that all complaints are resolved to complete satisfaction and good outcomes are achieved
- Produce an effective, well‑written final response letter that will close the complaint
- Manage any necessary complaint follow‑up actions
- Work closely with other team members and management, providing assistance where required, to ensure that team targets are consistently achieved
- Manage, organise and update information on computer systems and paper files to enable precise records to be maintained and accurate statistics to be produced for management information purposes
About You:
- Excellent communication, research and customer service skills
- Good attention to detail with emphasis on producing high volumes of work with accuracy and efficiency
- A disciplined approach to work, ensuring that deadlines are always met
- Ability to organise and prioritise workload
Even if you don’t meet all the criteria, we encourage you to apply. At Paragon we value diversity and are excited to hear from passionate individuals like you!
Working hours: 37.5 hours per week, Monday to Friday, 8.30 am to 5.00 pm (one hour for lunch). Please note, applicants must have the right to work in the UK. We do not offer visa sponsorship.
Inclusion: As a Disability Confident Employer, we want to ensure that our vacancies are accessible for everyone. If you have a disability, long‑term health condition or are neurodiverse and need us to adjust our recruitment process, please get in touch with our recruitment team.
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: Annually, you have the opportunity to buy shares in Paragon at a discounted rate
- Profit‑related pay: We share some of our annual profit with eligible employees
- Pension plan: We contribute up to 10% of your annual salary towards your pension
- Family‑friendly policies: We offer enhanced parental pay and paid time off for fertility treatment
- Employee discounts: Enjoy exclusive discounts on entertainment, travel, shopping, motoring and more
- Volunteering day: Contribute to causes you care about with one volunteering day per year
- Life assurance and personal accident cover
Flexibility and Well‑being: We promote flexibility around how and where we work so that you can achieve a healthier work‑life balance. We operate hybrid working, splitting our week between the office and home. We will give you access to a range of tools and resources to support your well‑being, including a digital GP service via our free Employee Assistance Programme, access to our Well‑being team to connect you with the help you need to get more out of life and our Vitality at Work programme to provide you with discounted gym membership, fitness equipment and other well‑being services.
Development: We want you to reach your potential and, as a Platinum Investors in People employer, we’ll encourage you to learn and develop by building a personal development plan together with your manager.
Equal Opportunity: We are an equal‑employment opportunity employer. We welcome diversity and care about inclusion. Our Equality, Diversity and Inclusion Network meets regularly to share challenges, experience, and ideas to build a more equal, diverse, and inclusive business.
Customer Relations Officer (DCA) - Fixed Term Contract employer: Paragon Banking Group PLC
As a Platinum Investors in People employer, we pride ourselves on fostering a supportive and inclusive work culture that prioritises employee growth and well-being. With generous benefits such as a flexible working environment, extensive holiday allowance, and opportunities for personal development, we empower our Customer Relations Officers to thrive while making a meaningful impact in the lives of our customers. Join us at our award-winning UK bank, where your contributions are valued and rewarded.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Relations Officer (DCA) - Fixed Term Contract
✨Tip Number 1
Get to know the company! Research Platinum Investors in People and their values. This will help you tailor your conversations and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice your communication skills. Since you'll be dealing with customers and complaints, role-play scenarios with friends or family to build your confidence and refine your approach.
✨Tip Number 3
Network like a pro! Connect with current employees on LinkedIn or attend industry events. This can give you insider info and might even lead to a referral!
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re serious about joining the team at Paragon.
We think you need these skills to ace Customer Relations Officer (DCA) - Fixed Term Contract
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your application to highlight how your skills and experiences align with the role of Customer Relations Officer. We want to see how you can contribute to our friendly environment and help us achieve our goals!
Showcase Your Communication Skills:Since this role involves a lot of customer interaction, it’s crucial to demonstrate your excellent communication skills in your written application. Use clear and concise language to show us you can convey information effectively.
Highlight Attention to Detail:We value accuracy and efficiency, so be sure to mention any experiences where you've successfully managed high volumes of work while maintaining attention to detail. This will show us you’re the right fit for our team!
Apply Through Our Website:Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for this exciting opportunity with us at Paragon.
How to prepare for a job interview at Paragon Banking Group PLC
✨Know Your Customer Service Basics
Brush up on your customer service skills and be ready to discuss how you've handled complaints in the past. Think of specific examples where you turned a negative experience into a positive one, as this will show your ability to build rapport and resolve issues effectively.
✨Familiarise Yourself with FCA Guidelines
Since the role involves dealing with complaints related to DCA commissions, it’s crucial to understand the Financial Conduct Authority (FCA) guidelines. Do some research on what these entail so you can confidently discuss how you would handle complaints within these parameters.
✨Practice Your Communication Skills
Effective communication is key for this role. Practice articulating your thoughts clearly and concisely, both verbally and in writing. You might even want to prepare a few mock responses to common interview questions, especially those that require you to demonstrate your problem-solving abilities.
✨Show Your Organisational Skills
This position requires managing multiple complaints and maintaining accurate records. Be prepared to discuss how you prioritise tasks and stay organised under pressure. Sharing specific tools or methods you use to keep track of your workload can really impress the interviewers.
