Customer Complaints Specialist

What does the role involve?

Working as part of a small and friendly team, you'll be taking care of escalated complaints that haven't been resolved at the first point of contact. Your role will involve undertaking a thorough investigation of the customer's case, taking complaints from end to end to identify the right outcome. 

Attendance of the Newbury office will be required for the first month to ensure for robust training and to allow you to get to grips with the ethos of Novuna and how we work. Following initial training, the role will then adapt a hybrid approach with a minimum of 2 days per week in the office. 

Some of your key duties will include:

• Speak with customers to fully understand their concerns, and to update them throughout the investigation
• Listening to call recordings and making notes
• Reviewing notes, documentation, and information on customers' accounts
• Liaising with teams the customer has had contact with
• Writing formal response letters