MI
Product Support Specialist providing technical support for Mindex products. Triage customer inquiries and troubleshoot product - related issues in a hybrid work environment.
About the role
- Thoroughly investigate and analyse all complex complaints that may take longer than 3 days to resolve
- Handle complex inbound and outbound communication with customers in a calm and professional way
- Work closely with Operations and Customer Success teams to deliver data-led performance monitoring aligned to individual and team objectives
- Use several data sources to monitor performance across metric scorecards and occasionally report against KPIs/SLAs to support management when needed
- Communicate with internal and external parties as needed to investigate and close complaints
- Ensure regulatory compliance, including meeting SLAs and liaising with the Financial Ombudsman Service and the British Vehicle Rental and Leasing Association (BVRLA) for escalated complaints
- Maintain and update the complaints database with accurate information
- Make recommendations for fair redress and remedial actions
- Document all complaints according to policies and procedures
- Provide root cause analysis and notify management team of trends to recommend business improvements based on feedback
Requirements
- Work across multiple internal and external platforms whilst maintaining attention to detail
- Proven track record of managing and meeting strict deadlines whilst continuing to support peers
- Proven Complaint Handling experience in an FCA-regulated environment
- High level understanding of DISP regulations
- Excellent written and verbal communication skills
- Ability to build strong relationships with internal and external partners (power of persuasion)
- Experience in Financial Ombudsman Service and/or British Vehicle Rental and Leasing Association (BVRLA) liaison and case management beneficial, but not essential
Benefits
- Wondering what the salary for this role is? Just ask us! On a call with one of our recruiters it's something we always cover as we genuinely want to match your experience with the correct salary. The reason why we don't advertise is because we honestly have a degree of flexibility and would never want salary to be a reason why someone doesn't apply to Octopus - what's more important to us is finding the right octofit!
- Octopus Employee Benefits (perks hub) - visit Octopus Employee Benefits for full list of perks
- Unique culture: an organisation where people learn, decide, and build quicker; autonomy and projects that break new ground
- Perks you actually care about (referenced via perks hub)
- Customised interview accommodations available upon request
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
BS
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