Customer Resolutions Administrator

Honeycomb is proud to be working alongside a leading bank to recruit for a Customer Resolutions Administrator on a temporary basis. This is a key role, supporting the Customer Resolutions team to ensure customer complaints are accurately triaged, investigated and resolved.The Role As a Customer Resolutions Administrator, you will manage a queue of customer complaints, ensuring each case is correctly categorised and progressed through investigation to resolution. This role is ideal for someone with strong banking knowledge who can hit the ground running using bank systems and processes.Your responsibilities will include: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.The Person You will bring strong banking experience and a customer-focused mindset, with the ability to follow processes and communicate outcomes clearly.Essential:Previous banking experience with a solid understanding of products, services and customer journeys.Strong attention to detail, with the ability to correctly categorise cases and maintain accurate records for ..... full job details .....