Customer Escalations Advisor

<h3>About us</h3><p>We are <a href="https://www.theverygroup.com/" rel="nofollow noreferrer noopener">The Very Group </a>and we’re here to help families get more out of life. We know that our customers work hard for their families and have a lot to balance in their busy lives. That’s why we combine amazing brands and products with flexible payment options on <a href="https://www.very.co.uk/" rel="nofollow noreferrer noopener">Very.ie</a> to help them say yes to the things they love. We’re just as passionate about helping our people get more out of life too; building careers with real growth, a sense of purpose, belonging and well-being.</p><h3>About the role</h3><p>Nature and Area of impact:</p><p>This role sits within the Customer Excellence escalated complaint handling area of the business, which includes Credit, Retail, Financial Services and Pensions Ombudsman, Data Protection Commission, Money Advise and Budgeting System, General Data Protection Regulation, Competition and Consumer Protection Commission and Central Credit Register complaint work types.</p><p>Poor customer experiences in any of these areas can cause serious detriment within the business and lead to regulatory fines/sanctions.</p><p>The Customer Escalations Advisor will also field and resolve queries by letter, Email, Teams and by direct transfer from a variety of departments throughout the business, and direct customer contact.</p><p>Remediation/Redress:</p><p>Customer Escalations Advisor are accountable for applying the correct amount of remedy/redress and the correct categorisation of these in line with policy. In addition, failing to ensure regulatory compliance can result in fines totalling several millions.</p><h3>Key Responsibilities</h3><ul> <li>Receive inbound calls from the customer, authorised third parties and other areas of the business, ensuring customer needs and regulatory requirements are met.</li> <li>Log &amp; maintain accurate complaints information using the complaints database.</li> <li>Complete a full investigation of complaints to ensure the correct outcome is reached in line with the complaints handling policy. </li> <li>Adjudicate on complaints in line with the complaints handling policy. </li> <li>Ensuring that all regulatory timelines are adhered to during the complaint handling journey. </li> <li>Interact with the customer during and after investigation to ensure all relevant information has been considered before reaching an adjudication. </li> <li>Interact with other areas of the business via email and telephone and Teams during and after the investigation stage.</li> <li>Undertake the preparation of a full complaint review using the complaint database, ensuring all data captured is correct and accurate. </li> <li>Scripting a comprehensive and accurate Final Response Letter (FRL) in line with regulatory timeframes. </li> <li>Have an understanding of all regulatory requirements, including but not limited to Central Bank of Ireland codes, Moneylending Regulations, CCR and GDPR Regulations, and Treating Customers Fairly and their impact on processes which may drive complaints. </li> <li>Escalation of any issues/queries that cannot be resolved by reference to existing policy and procedures. · Manage highly sensitive and confidential information relating to SDI and partner organisations. </li> <li>Correctly identify and report potential and actual data breaches via the relevant process in a timely manner. </li> <li>Ensure both quality and productivity targets are achieved and maintained. </li> <li>Monitoring of our direct mail inboxes and telephony lines. </li> <li>Highlighting and feeding back on any process or error that has occurred whilst investigating complaint</li> </ul><h3>Essential Skills and Experience</h3><ul> <li>Self-motivated and proactive in managing own time and resources in a demanding and dynamic environment</li> <li>Prior experience of complaint handling within a financial services environment would be beneficial.</li> <li>Good attention to detail and excellent verbal and written skills</li> <li>A good working knowledge of applicable industry standards and regulations eg. Moneylending Regulations, GDPR, CBI Codes, FSPO processes and CCPC guidelines</li> <li>Commercial awareness and understanding of SDI processes</li> <li>The role is designated as a CF8 (Controlled Function 8) in line with the CBI Fitness &amp;</li> <li>Probity Standards and the role holder must comply with the requirements of these standards in order to perform this role.</li> </ul><h3>Our benefits.</h3><ul> <li>Inclusive culture and environment, check out <a href="https://www.glassdoor.co.uk/Reviews/The-Very-Group-Reviews-E8682.htm" rel="nofollow noreferrer noopener">our Glassdoor reviews</a> </li> <li>27 days holiday + bank holidays</li> <li>Pension &amp; healthcare</li> <li>Udemy learning access</li> <li>Bonus potential (performance and business-related)</li> <li>Up to 25% discount on Very.ie</li> <li>More benefits can be fo