Complaints Advisor

The role of a Complaints Advisor is important to us and our customer relationships. 

You will be dealing with a wide range of complex complaints relating to all Telematics products and services including those that are FCA reportable.

This may involve speaking to vulnerable customers, including customers experiencing financial hardship. You will be expected to work autonomously, applying a degree of personal judgement in each case, utilising resources, systems, processes, and internal support and advice. 

We are looking for an individual with a genuine passion for going above and beyond for customers who can demonstrate our deep commitment to earning customer loyalty. As a “go-to” person for dissatisfied customers, you must be confident that you can turn the most negative experience into a positive one. 

We would love to welcome you to our Crewe Arden Square Office, where we work Monday to Friday 8:30am to 5pm. You’ll report to Deborah Lewis our Complaints Manager.

Your key responsibilities day to day will be… 

• First point of contact for customer complaints requests over the phone and email.
• Resolve and retain existing customers through investigation, problem solving and resolution of queries.
• Build good relationships with internal stakeholders including customer service, tech support and installations.

• You will take ownership of 10 to 15 complex customer complaints over phone and email  and use your your active listening and relationship building ability to investigate, review and resolve. 

• Ability to quickly understand and translate complex information with a view to formulating a resolution for the customer.
• A continuous improvement mind set, through capturing feedback and root cause in a way that allows us to support the business.
• Knowledge of FCA and Ombudsman regulations would be desirable.
• Good active listening, negotiation and problem solving skills
• Self-motivated, organised and capable of working on own initiative.
• Have a good understanding of Microsoft Office (Excel, PowerPoint, and Word).
• High functioning in a fast-paced environment.

What can you expect of us?

• A friendly culture that mirrors our proposition to our customers. 
• A fast-growing organisation that defines itself as being agile and innovative.
• A drive for continuous improvement, which you will be empowered to get behind from day one. 
• A commitment to building a working environment that values inclusivity, innovation, agility, and drive.

You’ll also have access to our competitive reward and benefits package, which includes:

• Performance-related bonus scheme
• Pension plan
• Life assurance
• Employee fuel card scheme
• Electric Vehicle salary sacrifice scheme
• Employee assistance programme
• 24 hour wellness and healthcare assistance via ‘Help@Hand’ by Unum
• Time off for fertility treatment and in the event of pregnancy loss
• ‘Cycle to work’ scheme
• Free breakfast available daily in the office

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Still Curious?

If you feel we are a good match for each other, you can apply online now!

If you’d like to understand more about the role or life at Radius before applying, then please contact our talent team via [email protected]

Radius is an equal opportunities employer. We are committed to welcome people regardless of age, disability, gender identity, race, faith or belief, sexual orientation or socioeconomic background.

We are committed to ensuring an inclusive and accessible recruitment process for all candidates. If you require any adjustments or accommodations at any stage of the process, please let us know, and we will do our best to support you.

We reserve the right to close a vacancy before the closing date in the event of an overwhelming response or a change in business priorities.