Description
As a Consumer Support Adviser, you will play an important role in supporting consumers by managing enquiries, requests, and cases through to resolution.
Working collaboratively with colleagues and stakeholders, you will help ensure consumer rights requests are handled accurately, efficiently, and within agreed service levels while delivering a positive customer experience.
Responsibilities
- Managing the logging, tracking and progress of internal and external cases within relevant SLA's and KPI's
- Creating, maintaining, and updating appropriate internal documentation
- Ensuring the tickets are worked through to satisfactory conclusion and within SLA
- Track and respond to consumer rights related requests within specific SLAs, such as:
- Subject Access Requests
- Investigating and resolving data enquiries
- Applying Notice of Corrections
- Providing timely, accurate and effective communications around Service Operation issues to the business as well as colleagues
- Perform any other tasks assigned
Requirements
- Great customer service and admin skills and a passion for developing and maintaining relationships
- Used to working in a KPI/SLA driven environment
- Experience within Regulated Services industry
- Able to work independently and in a team environment
- MS Windows operating systems and office applications
- Understanding of GDPR requirements
- The empathy to put yourself in the consumers' shoes, asking the questions needed to understand how we can help
- Strong attention to detail and communication skills to produce written correspondence as required
Benefits
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