About the role

We have a new opportunity for a Customer Experience Administrator 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

• Strong communication skills. Liaise with other departments & 3^rd parties
• 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. Such as Financier (customers financial record), SENQ (customers’ orders), eGain (Emails)
• Ability to take appropriate steps to resolve issues and fully investigate issues and risks
• Strong analytical skills
• A good understanding of FCA regulator
• High standard of accuracy and attention to detail
• Effective communication and influencing skills
• Understand and maintain knowledge of system applications required for the role

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 retailers.

Home to familiar brands such as Freemans, Grattan and Kaleidoscope, we have over 100 years of experience. 

We're on a mission to help our customers live their best lives through a choice of quality basics, the brands they love and credible exclusive product supported by easy and rewarding ways to pay.

We offer excellent service and delivery seven days a week, with so much going for us - why not be part of the story?

We have over 600 UK employees working for us in various functions, including Marketing and Creative, Customer Experience, Warehousing and Logistics, Financial Services, Transformation, Buying and Merchandising, IT and Support Services. 

Our values of Resilience, Empathy, Ambition, Commitment, and Honesty underpin our vibrant and dynamic culture.

We're heading for some exciting and challenging places, so why not join us and be part of our vision to create a modern, digital retailer with powerful customer brands, exciting product and compelling financial services.