Provide direct support to UK customers handling inbound/outbound calls and emails, ensuring FCA-compliant outcomes, accurate case documentation, and timely resolution. You will contribute to team KPIs, escalate complex cases, and support continuous improvement initiatives. 

Responsibilities 

• Handle inbound and outbound calls and email correspondence with UK customers professionally and compliantly 

• Validate customer information and supporting evidence to ensure accurate case handling 

• Maintain accurate, detailed records in Salesforce CRM for all interactions 

• Escalate complex, high-risk, or unresolved cases to Senior Agents or Team Leaders 

• Resolve customer queries and complaints within delegated authority, exercising judgment where appropriate 

• Adhere to FCA rules, Treating Customers Fairly (TCF) principles, and internal policies always 

• Participate in Quality Assurance (QA) evaluations, implement feedback, and continuously improve performance 

• Meeting service metrics: call handling times, first contact resolution, email response times, and case closure volumes 

• Support team initiatives, process updates, and new campaigns by adapting to procedural changes quickly 

• Contribute to MI reporting by ensuring data is complete and accurate in Salesforce CRM 

• Identify trends, common issues, or potential compliance risks, and report them to Team Leaders 

• Assist with training refreshers or knowledge sharing sessions for peers 

• Ensure confidentiality and data protection in line with UK regulations