Customer Relations Advisor

Trans Union's Job Applicant Privacy Notice

Trans Union 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.

We’re looking for a Customer Relations Advisor (12 Month Fixed Term Contract) to join our growing Consumer Relations team. 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.

• 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
• Review any 'potential complaints' cataloged in the system by Customer Services. The flagged cases will need to be manually reviewed 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.

• 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.

• 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.

At Trans Union you will be joining a friendly, forward thinking global business.

• 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 Trans Union 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

If there’s something on the list of essential / desirable skills that you can’t quite tick off, don’t let that put you off applying. We are open to exploring training and development opportunities for the right candidate to ensure you are successful.

We know imposter syndrome is real, lets confront it so we can continue to grow and thrive together

We recognise that our people need the freedom to balance their day‑to‑day lives with their work. This is why we’ve set out to create inclusive and flexible policies and practices for you to accommodate all your responsibilities and needs: children, family and beyond. If the role is advertised as full time, don’t let this stop you from applying. Let us know if you’re looking for a part time or flexible working arrangement and we can discuss this with you.

At Trans Union, we’re committed to fostering an inclusive and diverse workplace where all individual's talents and perspectives are valued. When you apply for a position with us, you’re not just joining a team, you’re becoming part of a community that celebrates differences and embraces equality. We understand that everyone has different needs, which is why we offer a range of reasonable adjustments to our recruitment process.

Please let us know if you require any reasonable…