Consumer Services Assistant

Description:

Our Cardiff-based team provides consumer support for Crediva, Consumer Rights, and UK Insurance. As the first point of contact for our customers, we play a critical role in creating a positive first impression. We manage data queries and requests under GDPR, ensuring all queries are ticketed, investigated, and escalated as needed. Our team coordinates with multiple key stakeholders daily, driving change and enhancing our ways of working.

About The Role

As a Consumer Support Advisor, you will be an essential member of our team, working with diverse technologies and disciplines. You will thrive in a friendly environment and benefit from our investment in staff.

Responsibilities
 

• Deliver excellent service across various customer channels (telephony, email, live chat).
• Manage the lifecycle of all requests, ensuring satisfactory resolution within SLA.
• Collaborate with colleagues and act as a liaison to ensure necessary actions are taken and updates provided.
• Develop detailed process and procedural documentation.
• Acquire product knowledge to understand how our customers use our products and services.
• Proactively identify process and procedure improvements.
• Build strong relationships with other business units and teams, including Data Protection, Insurance, and Customer Support.
   

Requirements
 

• Excellent customer service skills and a passion for relationship building.
• Strong communication skills, both written and verbal.
• Attention to detail and strong problem-solving abilities.
• Experience working towards targets and meeting strict deadlines and service level agreements.
• Understanding of GDPR obligations, Consumer Duty, and other regulatory requirements.
• Strong organizational skills.
• Ability to stay calm under pressure and demonstrate empathy.
• Experience in the Regulated Services industry.
• Previous administrative role experience.
• Familiarity with task management tools such as JIRA.
• Experience handling and resolving escalated support queries.