Customer Resolutions Administrator

Customer Resolutions Administrator focuses on triaging complaints, ensuring the customer's concerns are fully understood and recorded.

What the role involves

• Triaging complaints, ensuring the customer's concerns are fully understood and recorded.
• Correctly categorising complaints on the complaint's portal.
• Investigating complaints by reviewing case notes, file documentation and transactional history.
• Completing end-to-end resolution, including drafting clear resolution letters and issuing outcomes to customers.
• Managing an allocated queue of cases and delivering an agreed volume of resolutions per week.
• Escalating complex matters where appropriate.

Skills and requirements

• Previous banking experience with a solid understanding of products, services and customer journeys.
• Maintain accurate records for reporting.
• Excellent written communication skills, including drafting clear, customer-friendly resolution correspondence.
• Previous experience and familiarity with internal banking systems and complaints processes.

Confirmed role details

• Honeycomb is proud to be working alongside a leading bank to recruit for a Customer Resolutions Administrator on a temporary basis.
• Monday to Friday, 9 am to 5 pm.
• Temporary (3 months initially with a review for extension).
• If you have a disability, which means you require assistance at any stage of the recruitment process, please contact us directly to discuss.

Candidate fit

• organisation, accuracy, communication, and careful task follow-through