Customer Relations Officer and Complaints Handler

Customer Relations Officer and Complaints Handler

Start Date:

ASAP

Location:

Central Bristol

This role works across both our client and their brands.

Our client specialises in estate administration, helping families navigate the complexities of dealing with a loved one's estate. Since their founding in 2002, they have remained dedicated to providing a straightforward, supportive and transparent service that puts families first. They also work closely with a network of professional partners, including Will Writers, Financial Advisers, Funeral Directors and Solicitors.

Their brands are one of the leading experts in specialised people tracing and asset repatriation services worldwide, with a reputation for quality developed over 50 years.

To be the trusted provider that every bereaved family turns to for expert guidance and peace of mind.

• Taking full ownership of complaints from customers and business partners, resolving them to the highest standard and in line with industry regulations.
• Acting as the visible, approachable first point of contact for colleagues escalating complaints.
• Prioritising high-level complaints and liaising with the Legal Ombudsman on escalated cases.
• Taking ownership of negative customer reviews and feedback, always aiming for a positive resolution.
• Providing trend analysis of complaints and customer feedback to improve training and reduce complaints.
• Working with Service Delivery and their Personal Estate Managers to embed complaints handling best practice.
• Preparing and delivering best practice training to colleagues.
• Conducting file audits, call listening and investigations into quality and standards.
• Collecting weekly client satisfaction questionnaires and presenting trends to senior management.
• Producing MI on trends across all customer review and feedback channels.

• At least 2 years in a complaints handler or customer resolution role in a fast-paced environment.
• Experience handling complaints or complex queries within a regulated industry (e.g. FCA, SRA, CLC).
• A proven track record of reducing complaint levels and resolving high-level complaints.
• Experience handling complaints within probate, estate administration or bereavement.
• Knowledge of the probate and estate administration process.

• Customer focused at all times.
• Highly analytical and detail oriented.
• An outstanding communicator at all levels, able to draft written communications and letters of the highest standard.
• A self-starter who stays self-motivated and delivers results.
• Highly resilient, with a balanced and impartial way of working.
• Highly proficient with the Microsoft Office suite.
• Positive and proactive, with an exceptional work ethic and the ability to inspire others.

• They work hard - they ensure no task is left unfinished.
• They are clear communicators - they make sure information is simple and easy to digest.
• They are specialists - they are continually improving their skills and knowledge.
• They stand out - they are committed to offering a memorable and unique service.
• They are here for you - they are supportive to help ensure a smooth journey.

They believe in rewarding great work. For this role they offer the following benefits from day one:

• £29,000 - £35,000 per annum (dependent on experience)
• 25 days plus bank holidays, increasing annually to 30
• Health Cash Plan
  - Cash back for Dental, optical, and other treatments
• Employee discounts across a range of products and services
• Variety of salary sacrifice benefits such as tech vouchers, dental and holiday buy
• Company pension scheme - matching up to 5%
• Income protection insurance
• Life assurance policy
• Enhanced family leave (upon completion of probation)
• Cycle to work scheme
• Employee Assistance Programme

• A supportive, people-first culture.
• Opportunities for growth and development.
• A chance to make a real impact during life's most challenging times.
• Hybrid and flexible working options to suit your needs.

They like to keep things clear and straightforward. Here's what you can expect:

• Application review
  - They review applications on a rolling basis and will contact you when shortlisted.
• Interview
  - This is your competency-based interview, including a brief hypothetical complaint exercise, with the Risk and Compliance Director, up to 90mins.
• Feedback
  - They will contact you following your…