About the role

We have 3 great new opportunities for Customer Experience Administrators to assist & support the Department / Customer Experience Team with day to day administration and general office duties.

Role Responsibilities

• Scanning, categorising and allocating work in Charter to yourself and other Team Members

• Acknowledge Customer contacts by telephone, email or letter

• Accurately running reports and calculating PPI / commission redress

• Dealing directly with both Customers and External parties in regard to PPI by telephone, email or letter

• Dealing with Deceased Customer contacts by telephone, email or letter

• Assist the Customer Experience Team by dealing with less complicated enquiries / contacts

• Assist the Department / Customer Experience Team with their day to day administration tasks

• To Provide administrative assistance to the Department / Customer Experience Team as and when required

• Producing documentation for Data Subject access requests Summary Subject access requests

• Receiving and sorting both incoming and outgoing mail

• Scanning, categorising and allocating work in Charter to the Customer Experience or Financial Service Team

• To assist with photocopying and the collation of documentation

• To ensure that there is sufficient stationery within the Department / Customer Experience Team and to reorder / collect as and when required

• Phone cover to assist the Customer Experience Operations Team as busy times

• Retrieval of answer machine messages left by both Customers, the Contact Centre and other 3^rd Parties

• Assisting with General Office Admin and Admin Support

About you

• Well-developed numeracy skills
• Knowledge of word and excel
• Excellent eye for accuracy and attention to detail
• Recognises the need for policies and procedures
• Work to deadlines
• Enthusiastic and naturally proactive
• Needs to be flexible and adapt to unexpected situations
• Quick thinking and non-judgemental. Must be able to act on fact
• Effective verbal and written communication
• Reliable & punctual
• Reacts positive to change
• Ability to work under pressure
• Awareness of FOS, FCA & ICO
• Ability and/or willingness to learn new systems.
• Ability to take appropriate steps to resolve issues and fully investigate issues and risks
• Strong analytical skills
• A good understanding of the  FCA regulator
• High standard of accuracy and attention to detail
• Effective communication and influencing skills

Why FGH?

Our staff enjoy competitive benefits including staff discount, generous annual leave, healthcare cash plan together with a vibrant, colourful, creative and flexible working atmosphere. With our competitive benefits, and supportive teams our staff enjoy helping us on our mission and benefit greatly from the challenges that come with working for a successful retailer.

About us

Freemans Grattan Holdings (FGH) is based in West Yorkshire and is part of the OTTO Group – one of the world’s largest online retailer. FGH is the home of familiar brands such as Freemans, Grattan, Kaleidoscope, Swimwear 365, Look Again, Bonprix, Curvissa and Witt.

We offer a broad choice of products and are committed to offering great service and delivery seven days a week. We meet the needs of our extensive and varied loyal customer base by having a Customer First mantra and being fair in how we deal with our customers and employees. Innovation is key as we look for new ideas which will improve the customer experience and our business processes.

We have a great team and integrity plays an important part in how we work together. We currently employ over 700 people within Vicar Lane office, Listerhills warehouse and credit operations, offering a diverse range of opportunities, generous benefits and a good work/life balance. Our mission is to be the preferred choice in internet and home shopping…do things better or do things differently.