Customer Relations Advisor, Auckland

Our Customer Relations Team manages the delivery of a professional and responsive complaint-handling service for our customers and business partners. We are now looking for a part-time Customer Relations Advisor in our Bristol office to support this team and ensure that our customers and excellent customer outcomes remain at the heart of everything we do.This is a part-time, hybrid role, working 21 hours a week over 5 days, making it ideal for school hours or similar personal circumstances. You’ll be the first point of contact for internal and external parties (customers, business partners, solicitors, Financial Ombudsman Service, etc.) and will be responsible for quickly identifying, allocating, and escalating customer complaints.You’ll manage these enquiries via multiple channels, including our main telephone helpline, emails, and our website, triaging them appropriately while meeting regulatory requirements. You will also ensure critical telephone coverage during team meetings, events, and training courses. Other key responsibilities include:Contributing to the delivery of our Customer Experience&Insight strategy by monitoring, engaging with, and responding to negative customer reviews on Trustpilot, Google Reviews, etc. Managing the complaint handling aspect of Data Subject Access Requests (DSARs). Allocating escalated complaints to the team’s Customer Relations Executives. Reviewing and regularly reporting on the complaints environment, key themes, emerging issues, and the status of Financial Ombudsman Service referrals during team meetings.Your role is part of our“Centre of Excellence” for complaint handling. You will ensure all customer interactions are professional, empathetic, and respectful, with special attention to vulnerable customers, their additional support needs, and making reasonable adjustments to assist them. Qualifications and experience:Previous customer service and administrative experience in a fast-paced, corporate environment (preferably Financial Services or similar). Some previous customer complaint handling knowledge is desirable. Excellent written and verbal communication skills, with an exceptional telephone manner. Inquisitorial and problem-solving skills to deliver a seamless complaint journey.Ability to balance quality and pace, managing time efficiently. Highly organized with the ability to multitask. Resilience and empathy when dealing with irate customers. Additional information: We are passionate and enthusiastic about our work. Our people are encouraged to think independently, take ownership, and share our ambition to make high-quality legal solutions accessible and affordable.Located just a 5-minute walk from Bristol Temple Meads station, our modern city centre offices are newly refurbished. We support flexible (hybrid) working to help achieve a work-life balance. We offer a generous remuneration and benefits package, including: 26 days holiday (FTE) with an option to buy extra daysCompany Pension Scheme with optional increased contributions Group Income Protection and Legal Protection European Motor Assistance and Home Emergency Assistance Health Cash plan and employee discounts Option to join our Sports&Social Club for discounted events If you believe you are a good fit and can demonstrate transferable experience, please apply, even if you do not meet all the listed criteria. #J-18808-Ljbffr