Relationship Manager

Team – Member Serving  

Working Pattern - Hybrid – 2 days per week in the Vitality Stockport Office. Full time, 40 hours per week. 

Top 3 skills needed for this role:

• An eager, positive and proactive approach
• Problem-solving skills and thrives working under pressure
• Strong organisational skills

What this role is all about:

Providing the highest level of customer service to our members. This role requires versatility, attention to detail and excellent oral and written communication skills to aid in the resolution of escalated complaints at the earliest opportunity. You will proactively take and maintain ownership of complaints until resolved. You will carry out thorough investigations, identify and address each issue raised, deliver outcomes over the phone and provide complainants with accurate written summaries of complaints.

Key Actions

• Run reports from multiple systems to create accurate and meaningful statistical information in respect of risk exposure and distribute these to management, to enable them to manage risks accordingly within their business area

• Providing the highest standard of customer service adhering to Treating Customers Fairly principles and working to FCA guidelines.

• Liaising with other Customer Service Managers/Service Executives to ensure that all complaints received by the business are handled effectively and comprehensively within a timely manner prioritising own workloads. Maintenance of shared mailboxes.

• Identifying and differentiating between reportable and non-reportable complaints. Logging and maintenance of complaints and generating reports within our in-house complaints management system Respond.

• Taking and maintaining ownership of complaints escalated or referred to you, resolving them at the earliest opportunity, ensuring all actions relating to the resolution are carried out.

• Using excellent communication skills to identify all elements relating to each complaint. Carrying out thorough investigation, recording accurate notes, and ensuring all issues are addressed and outcome delivered to the complainant.

• Providing compensation when necessary and in line with Redress guidelines. Logging any ex-gratia/manual payment requests and authorising other colleague’s requests.

• Using strong written skills to effectively communicate the handling of complaints to complainants. Ensure that all letters are generated in accordance with TCF and FCA regulations, providing FOS referral details where appropriate

• Identifying and highlighting opportunities to reduce complaint volumes

• Being a champion for change and supporting management decisions, contributing towards the achievement of own and team objectives by maintaining a great team spirit, providing support and coaching to colleagues.

What do you need to thrive?

Essential

• 5 GCSE grades A-C including English and Maths

• At least 2 years customer service experience in a fast-paced working environment

• PC literacy

• Strong knowledge and application of Microsoft Office programs, including Word

• Excellent written and oral communication skills

• A passion for customer service

• An eager, positive and proactive approach

• Problem-solving skills and thrives working under pressure

• Strong organisational skills

• Keen attention to details

Desirable

• Complaint handling accreditation

• Knowledge of FCA guidelines

• Previous professional experience of working as a complaints handler