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Customer Relations Advisor

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TransUnion

Nov 6, 2024

  • Job
    Full-time
    Junior, Mid & Senior Level
  • Customer Relations
  • Leeds
  • Quick Apply

AI generated summary

  • You need prior experience in complaints or customer service, great communication skills, ability to manage multiple cases, and adaptability. Financial services experience is a plus.
  • You will manage consumer complaints, escalate when necessary, review flagged cases, support DSARs, ensure quality assurance, and assist the customer relations team with incoming queries weekly.

Requirements

  • Prior experience obtained within a complaints, redress or customer services function either on the phone, web chat or via email
  • Great communication skills with the ability to empathise with the consumer and guide the conversation
  • An ability to manage multiple cases effectively, you’ll be able to plan and prioritise your day and adapt to sudden changes easily.
  • Any experience of dealing with financial services complaints and liaising with the ICO and/or Financial Ombudsman Service would be great to see, however full training will be given.

Responsibilities

  • Proactively managing a caseload of consumer complaints, you’ll work with all the relevant internal and external customers to bring the complaint to a mutually agreeable close
  • Escalate complaints when needed
  • Support with compiling information for consumer Data Subject Access Requests (DSAR)
  • Ensure quality assurance and accurate MI reporting
  • Reviewing any 'potential complaints' cataloged in the system by Customer Services. The flagged cases will need to be manually reviewed by a complaints expert to ascertain if they need to be worked as a complaint or placed back into the customer services work queues
  • Working closely with the customer relations team as one day per week you’ll be on the front line dealing with queries as they come in from consumers and clients

FAQs

What is the job title for this role?

The job title is Customer Relations Advisor.

What department will I be joining?

You will be joining the Consumer Relations team at TransUnion.

What kind of complaints will I be dealing with in this role?

You will be managing consumer complaints related to their credit reports.

What is the working pattern for this position?

This is a hybrid position, which involves spending 40% of your working week at one of our office sites.

Are there any specific skills or experience required for this position?

Yes, prior experience in complaints, redress, or customer services is essential, along with great communication skills and the ability to manage multiple cases effectively.

What support is available for employees in terms of wellness?

Employees have access to private health care and a variety of physical, mental, and financial fitness wellbeing programs, including mindfulness tools.

Will there be training provided for the role?

Yes, while specific experience with financial services complaints is desirable, full training will be given.

What benefits come with the position?

Benefits include 26 days of annual leave plus bank holidays, global paid wellness days off, a contributory pension scheme, access to an employee stock purchase plan, and more.

How does the interview process work?

Most recruitment processes are virtual, conducted over phone and video, but there may be an in-person interview if necessary.

Is there any support for individuals needing adjustments for the interview process?

Yes, if you require reasonable adjustments to attend an interview, you should inform us when you apply.

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TransUnion

Consulting
Industry
10,001+
Employees

Mission & Purpose

TransUnion is a global information and insights company that makes trust possible in the modern economy. We do this by providing an actionable picture of each person so they can be reliably represented in the marketplace. As a result, businesses and consumers can transact with confidence and achieve great things. This picture is grounded in our legacy as a credit reporting agency which enables us to tap into both credit and public record data; our data fusion methodology that helps us link, match and tap into the awesome combined power of that data; and our knowledgeable and passionate team, who stewards the information with expertise, and in accordance with local legislation around the world. A leading presence in more than 30 countries across five continents, TransUnion provides solutions that help create economic opportunity, great experiences and personal empowerment for hundreds of millions of people. We call this Information for Good®—it’s our purpose, and what drives us every day.