About the job
The Customer Relations Consultant â EDR plays a vital role in managing escalated customer complaints and ensuring fair outcomes that meet regulatory requirements. This job is all about guiding customers through the resolution process while collaborating with experts and identifying opportunities for improvement. The team values a supportive and inclusive environment where everyone can thrive.
You'll be responsible for
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Managing escalated complaints
Handling escalated customer complaints received through AFCA and other external dispute resolution bodies, ensuring thorough investigations and compliant responses.đĽ
Collaborating with experts
Working closely with Legal and internal experts to ensure accurate and well-informed decisions.đ
Identifying trends and issues
Recognising trends, root causes, and systemic issues to support continuous improvement in customer fairness and complaint management.Key criteria
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Banking industry knowledge
Extensive understanding of banking regulations and compliance requirements.View
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Experience with EDR and IDR complaints
Deep experience managing escalated complaints through AFCA and Ombudsman schemes.View
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Strong written communication skills
Ability to prepare clear and compliant written responses.View
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