Customer Relations Agent / Complaints Administrator

Your new companyAn award-winning Financial Services company based in Nantgarw.Your new roleWorking as a Customer Relations Agent in a busy customer relations department. The Customer Relations Agent is responsible for handling various complaints and disputes that come into the organisation. You''ll need to quickly assess and thoroughly investigate each complaint, then decide on the best outcome and communicate it clearly. Being detail-oriented and keeping excellent records are key. You''ll also need a solid understanding of our products and procedures, along with a good grasp of the industry regulations, especially those related to complaint handling.Role deliverablesAnalyse complaints, identify and escalate possible regulatory breaches or operational incidents.Investigate complaints thoroughly in conjunction with third parties such as external partners and other teams within the business.Complete the gathering of data, compilation, verification, redaction, exclusions, and dispatch of all Data Subject Access Requests received from customers and third parties.Keep accurate records of the progress and outcome of each complaint using the complaints management system to ensure that complaints are responded to within regulatory timescales.Analyse and communicate complaint trends to the management team for Root Cause Analysis investigations. Relay customer perceptions and comments, identify and analyse opportunities to improve processes, products and/or systems, providing ..... full job details .....