Customer Relations Advisor (12 Month Fixed Term Contract) in Leeds

We Are TransUnion: TransUnion is a major credit reference agency, and we offer specialist services in fraud, identity and risk management, automated decisioning and demographics. We support organisations across a variety of sectors including finance, retail, telecommunications, utilities, gaming, government and insurance.

We’re looking for a Customer Relations Advisor (12 Month Fixed Term Contract) to join our growing Consumer Relations team. In this fast-paced role, you will work with our wider Customer Relations & Consumer services team to deal with consumer complaints relating to their credit report. So whether you are currently working within Complaints, Redress or Customer Services this exciting role will offer a host of development opportunities as part of a global team.

Day to Day You’ll Be:

• Proactively managing a caseload of consumer complaints, you’ll work with all the relevant internal and external customers to bring the complaint to a mutually agreeable close
• Escalate complaints when needed
• Support with compiling information for consumer Data Subject Access Requests (DSAR)
• Ensure quality assurance and accurate MI reporting
• Reviewing any 'potential complaints' cataloged in the system by Customer Services. The flagged cases will need to be manually reviewed by a complaints expert to ascertain if they need to be worked as a complaint or placed back into the customer services work queues.
• Working closely with the customer relations team as one day per week you’ll be on the front line dealing with queries as they come in from consumers and clients.

Essential Skills & Experience:

• Prior experience obtained within a complaints, redress or customer services function either on the phone, web chat or via email
• Great communication skills with the ability to empathise with the consumer and guide the conversation
• An ability to manage multiple cases effectively, you’ll be able to plan and prioritise your day and adapt to sudden changes easily.

Desirable Skills & Experience:

• Any experience of dealing with financial services complaints and liaising with the ICO and/or Financial Ombudsman Service would be great to see, however full training will be given.

Impact You’ll Make:

At TransUnion you will be joining a friendly, forward thinking global business. As well as an excellent salary and bonus scheme or commission scheme (if joining our sales teams) our benefits package comes with:

• 26 days’ annual leave + bank holidays (increasing with service)
• Global paid wellness days off + a bonus day off to celebrate your birthday
• A generous contributory pension scheme + access to the TransUnion Employee Stock Purchase Plan
• Private health care + a variety of physical, mental and financial fitness wellbeing programmes such as access to mindfulness tools
• Access to our diversity forums and communities so you can get involved in causes close to your heart

TransUnion – a place to grow:

If there’s something on the list of essential / desirable skills that you can’t quite tick off, don’t let that put you off applying. We are open to exploring training and development opportunities for the right candidate to ensure you are successful. We know imposter syndrome is real, let’s confront it so we can continue to grow and thrive together.

Flexibility at TU:

We recognise that our people need the freedom to balance their day-to-day lives with their work. This is why we’ve set out to create inclusive and flexible policies and practices for you to accommodate all your responsibilities and needs: children, family and beyond. If the role is advertised as full time, don’t let this stop you from applying. Let us know if you’re looking for a part time or flexible working arrangement and we can discuss this with you.

Additional support:

At TransUnion, we’re committed to fostering an inclusive and diverse workplace where all individual’s talents and perspectives are valued. When you apply for a position with us, you’re not just joining a team, you’re becoming part of a community that celebrates differences and embraces equality. We understand that everyone has different needs, which is why we offer a range of reasonable adjustments to our recruitment process. Please let us know if you require any reasonable adjustments to help you through the application process or to attend an interview with us by contacting ukrecruitment@transunion.com.

Interview & Hiring Process:

Most of our recruitment processes are virtual, so you’ll get to know our hiring managers and teams over the phone and through video. If we need you to attend a physical in person interview your recruiter will inform you of this.

We do not accept any unsolicited CV’s from recruitment agencies. If you are a recruitment agency on our PSL our talent team will contact you directly should we require any assistance.

This is a hybrid position and involves regular performance of job responsibilities virtually as well as in-person at an assigned TU office location for a minimum of two days a week.