Customer Resolution Specialist

About Bristow and Sutor Group

Bristow and Sutor Group is a leader in the debt recovery enforcement sector with over 40 years of experience supporting hundreds of local authorities and Transport for London. We have a strong UK team, employing just over 500 people across the UK. We are committed to building a culture where everyone has the opportunity to do meaningful work and be recognised and rewarded for their efforts.

About the Team and Role

You will have proven experience as a customer resolution specialist, or similar role, who can confidentially take responsibility for the integrity and accuracy of investigations, analysing all complaints that come into the business. Whether it is via letter, email or phone you will be an excellent communicator who can resolve customer, client and third-party complaints within the prescribed time limits, whilst ensuring that preventative action is applied to continue improvement of the customer journey.

Job Details

Full time 37.5 hours, Monday to Friday

Fixed Term, (12 months)

Location: Office based, B&S Group Offices

What you'll do: Key responsibilities

• Investigate formal complaints regarding the service provided by the Company within the prescribed time limits
• Conduct & record interviews with both Enforcement Agents and office-based colleagues, where necessary in relation to formal complaints
• Resolve complaints to the satisfaction of the client, customer, third party and/or the Company by determining and instigating the appropriate corrective action
• Respond to each complaint by the most appropriate means, whether this is by letter, email or telephone
• Take individual responsibility for the integrity and accuracy of investigations and responses, ensuring honest and thorough feedback
• Assist in the reporting to departmental managers on a regular basis, ensuring that preventive action is applied in order to prevent similar complaints in the future
• Analyse all complaints on a regular basis to ensure the effectiveness of the complaints procedure and determine any further preventive action and adopt best practice and continued improvement to the customer journey
• Update the complaints tracker, individual case notes/files and client files with details of formal complaints from start to resolution
• Process vehicle and goods removed cases including dealing with third party claims
• Process GDPR related enquiries, Freedom of Information and all Data requests such as but not limited to Subject Access requests within the prescribed time limits.
• Record and process Trace Rectifications with our Trace Partners and raise concerns as deemed necessary
• Assistance with any other duties that are within the scope of the job purpose

Skills and competencies we are looking for

• Strong communication skills, able to confidently deal with group teams internally and external customers and stakeholder's
• High attention to detail, ability to work collaboratively to edit and improve written documentation
• Passionate about continuous improvement, committed to driving standards above and beyond expected standards.
• Collaborative and inclusive working style

Benefits

• Welcoming working environment
• Casual dress
• Hastee pay, (access to salary before payday)
• Free fruit and drink at all sites
• Employee assistance programme
• Company pension
• Colleague perks scheme
• Christmas Savings Scheme
• Free on-site parking
• Death in service benefit

Bristow and Sutor Group is an equal opportunities employer. It promotes a culture where diversity is valued, respected and built upon, attracts and retains a workforce based on merit and ability and is reflective of the communities it serves.