KEY DUTIES & RESPONSIBILITIES- Conduct a thorough investigation of a case, liaising with the customer and other parties as appropriate- Liaise with the customer and other parties as appropriate via various media (i.e. written, telephone), ensuring a complete record of all information gathered or given is maintained.- Weigh up all relevant evidence in line with current guidance and procedures- Produce a reasoned report detailing your investigations and conclusions in line with authorisation levels achieved using relevant software to provide a full audit trail for the client and the industry regulator - Produce a written response for the customer ensuring a high standard of communication is achieved at all times.- Handle all follow up enquiries and administration in an effective and efficient manner.- Achieve and maintain full accreditation in line with set quality model/standards- Achieve set targets in line with required quality standards, pro-actively reporting emerging issues- Take responsibility for own learning and development, keeping up-to-date with all policy, procedural and regulatory developments, maintaining accreditation and making full use of available structured learning opportunities.

The job role involves investigative work to resolve any customers issues that branch and contact centres are not able to resolve.Cases may involve direct debit, standing orders or bill payment set ups, card payment errors, account changes, Card payment disputes or customer simply requesting for information on a product or service that we offer.Initiative and good communication skills are imperative on this role as in many cases you are required to contact other departments or customers to gather further information to help on the in the investigation.

Perform general administrative duties and provide support to management on any tasks needed, which involves maintaining records, filling systems and computer files.

Responsibilities• Customer Service– My role as a Sales assistant has extensively improved my customer service and, one of the ways I have ensured I give good customer service is through extensive product knowledge. This ensures that I sell customers the right product for the right purpose to meet their needs. At busy times such as seasonal sale periods, I have worked well under pressure and maintained a professional and friendly manner with customers • Till operations, Refund and exchanges- Trusted to carry out refund and exchanges for customers, this has improved my decision making skills as well as problem solving and deal effectively with customer complaints. As part of my job working on tills I have the power to decide whether customers returning their products can have a refund, exchange or credit note. • Stock Taking- Every three months a departmental stock take is carried out and my responsibility is to scan products within a given section. It’s a responsibility that requires a level of concentration and attention to detail and is critical to the success of the project. Been part of such an exercise for such a large store has given me knowledge and understanding of the importance of stock monitoring and control

Door to door knocking talking to people about the charity, informing them about activities and fund raising initiativesDesigning and delivering presentations to people in their homes about the charity and answering any questions