Visit Paragon Banking Group

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Location
Solihull
Department
Complaints
Advertising Salary
Dependent upon experience
Vacancy Type
Fixed-term Contract
Full Time/Part Time
Full Time

About The Role

Brief description
Are you looking for a new challenge? Do you have good rapport building skills? Our Customer Relations team are seeking someone to help them review and respond to customer complaints. Could this be the role for you?
 
Purpose of the role
To build positive relationships with customers, third party businesses, trade bodies and regulators. You will be required to represent the Group in a highly professional manner, dealing with customer concerns sympathetically and positively whilst ensuring that contractual service standards are achieved.  This is a 12 months maternity cover.

Duties and responsibilities
  • Receive and effectively manage incoming complaint related calls
  • Review new complaints to ascertain the suitability to resolve immediately over the telephone
  • Telephone customers to gain information, conciliate, negotiate and build a rapport
  • Action non-standard complaints including ‘high profile’ on all portfolios
  • Fully investigate the background of customer complaints
  • Ensure that all complaints are resolved to complete satisfaction
  • Produce an effective, well written final response letter that will close the complaint
  • Work closely with other team members, providing assistance where required, to ensure that team targets are consistently achieved
  • Manage, organise and update information on computer systems and paper files to enable precise records to be maintained and accurate statistics to be produced for management information purposes

About You

Skills
  • Excellent communication and customer service skills
  • Good attention to detail with emphasis on producing high volumes of work with accuracy and efficiency
  • A disciplined approach to work, ensuring that deadlines are always met
  • Ability to organise and prioritise workload
Working hours
Hybrid role - 37.5 hours per week, Monday to Friday, 8.30am to 5.00pm (one hour for lunch).
 
Training
Relevant training will be provided.

About Us

Paragon perks

  • Generous holiday allowance, with a day off for your birthday!
  • Paid community volunteering
  • Company-wide, profit-sharing bonus
  • Pension plan - we’ll contribute up to 10% of your annual salary
  • Life assurance and personal accident cover

Be flexible

We promote flexibility around how and where we work so that you can achieve a healthier work-life balance. We operate hybrid working, splitting our week between the office and home.

Be yourself

We welcome diversity and we care about inclusion. That’s why we want you to be your whole self at work. We believe an inclusive workplace is good for each of us, great for our customers and better for our business. Formed in 2020, our Equality, Diversity and Inclusion Network meets regularly to share challenges, experience and ideas to build a more equal, diverse and inclusive business.

Be heard

We listen to your point of view, with our People Forum and regular employee surveys making sure you can use your voice and influence our future.

Be well

We offer a range of support to help you care for your wellbeing, from our free Employee Assistance Programme to our qualified Wellbeing team who are on hand to connect you with the help you need to get more out of life.

Be better

We want you to reach your potential and, as an Investors in People employer, we’ll encourage you to learn and develop by building a personalised development plan together with your manager.

Be a part of it!

Our employees tell us that the best thing about Paragon is the people! So, if you’re looking for an energetic, friendly team with a great set of values to help you take the next step in your career, apply now and let’s grow together!

PPP

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