As the frontlines of the P2P market, you and the team will arbitrate customer disputes professionally
Investigate trading activity and take appropriate actions to keep the marketplace safe and prevent fraudulent activity
Create a culture and processes which achieve the business goals and objectives with regards to customer service
Use Customer Insight and Root Cause Analytics to identify product improvements and present these to stakeholder and peers
Act as the Voice of the Customer across the organization
Identify and provide feedback through 1:1s, effective use of personal development plans and provision of coaching & development opportunities
Ensure customer and complainant surveys are carried out continuously in order to produce timely, up-to-date information about customer experience across all areas of the business
Ensure that learning from complaints is shared within the organ...