Sainsburys Apprenticeships – Escalated Complaints Associate

Job Description:

As an Escalated Complaints Associate you will provide best in class complaints handling service through resolving all complaints not resolved at point of contact by providing a high quality and consistent resolution to complaints leading to fair customer outcomes.

Job Responsibilities:

• Acknowledging complaints promptly and responding to them within set time limits, systematically and fairly
• Resolving customers’ complaints, investigating the cause of any complaints, gathering information from all relevant teams and systems
• Making fair, impartial decisions on whether to uphold a complaint in line with Sainsbury’s bank / regulatory frameworks, ensuring fair customer outcomes are achieved.
• Summarising any additional actions required, advising customers when they can expect a final response, drafting and sending out correspondence
• Maintaining customer related information systems for accurate record keeping
• Using complaint information to improve service and sales standards where appropriate
• Ensuring compliance with legal requirements, industry regulations, Sainsbury’s bank policies and standards

Job Requirements:

• Proven experience in resolving customer complaints in a financial institution
•  Excellent communicator both verbally and written with strong attention to detail
• Good understanding of the financial service industry and Sainsbury’s Bank products and service channels
• Demonstrate an ability to think and reason logically
• Strong advocacy for delivering fair customer outcomes
• Ability to manage own work load and work effectively under pressure
• Enthusiastic team player with ability to work closely with others to deliver results
• Customer focused – looks for ways to add value and improve customer service

Job Details:

Company: Sainsbury’s

Vacancy Type:  Full Time

Job Location: London, England, UK

Application Deadline: N/A

Apply Here

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