Customer Relations Advisor

TransUnion's Job Applicant Privacy Notice

What We'll Bring:
We Are TransUnion:

TransUnion is a major credit reference agency, and we offer specialist services in fraud, identity, and risk management, automated decisioning and demographics. We support organisations across a variety of sectors including finance, retail, telecommunications, utilities, gaming, government, and insurance.

What You'll Bring:

We're looking for a Customer Relations Advisor to join our Consumer Relations team here at TransUnion.

In this fast-paced role, you will work with our wider Customer Relations & Consumer services team to deal with consumer complaints relating to their credit report.

So whether you are currently working within Complaints, Redress or Customer Services this exciting role will offer a host of development opportunities as part of a global team.

Day to day you will:

• Proactively managing a caseload of consumer complaints, you'll work with all the relevant internal and external customers to bring the complaint to a mutually agreeable close
• Escalate complaints when needed
• Support with compiling information for consumer Data Subject Access Requests (DSAR)
• Ensure quality assurance and accurate MI reporting
• Reviewing any 'potential complaints' cataloged in the system by Customer Services. The flagged cases will need to be manually review by a complaints expert to ascertain if they need to be worked as a complaint or placed back into the customer services work queues.
• Working closely with the customer relations team as one day per week you'll be on the front line dealing with queries as they come in from consumers and clients.

Essential Skills & Experience:

• Prior experience obtained within a complaints, redress or customer services function either on the phone, web chat or via email
• Great communication skills with the ability to empathise with the consumer and guide the conversation
• An ability to manage multiple cases effectively, you'll be able to plan and prioritise your day and adapt to sudden changes easily.

Desirable Skills & Experience:

• Any experience of dealing with financial services complaints and liaising with the ICO and/or Financial Ombudsman Service would be great to see, however full training will be given.

TransUnion - a place to grow:

We know that you may not possess every aspect of the essential and/or desirable skills listed above but if there's something you can't tick off, don't let that put you off applying as we could explore training for you.

Impact You'll Make:

What's In It for you?

At TransUnion you will be joining a friendly, forward thinking global business. As well as an excellent salary and bonus scheme or commission scheme (if joining our sales teams) our benefits package comes with:

• 26 days' annual leave + bank holidays (increasing with service)
• Global paid wellness days off + a bonus day off to celebrate your birthday
• A generous contributory pension scheme + access to the TransUnion Employee Stock Purchase Plan
• Private health care + a variety of physical, mental and financial fitness wellbeing programmes such as access to mindfulness tools
• Access to our diversity forums and communities so you can get involved in causes close to your heart

Working Pattern

Our work style for this position is 'hybrid', which involves spending 40% of your working week at one of our office sites so you'll need to live within a sensible commutable distance from our office. We're happy to talk flexible working.

Interview & Hiring Process

Most of our recruitment processes are virtual, so you'll get to know our hiring managers and teams over the phone and through video. If we need you to attend a physical in person interview your recruiter will inform you of this.

Reasonable Adjustments

If you require any reasonable adjustments to attend an interview with us please make us aware of this on your application.

This is a hybrid position and involves regular performance of job responsibilities virtually as well as in-person at an assigned TU office location for a minimum of two days a week.

TransUnion Job Title

Analyst, Consumer Operations Support