Complaints Handler

Competitive | Sundridge | Permanent
Posted 10 months ago

Job purpose
This role is part of a growing team that ensures timely and accurate administration of any complaints to the company including liaison with the company’s introducers and customers and with the Financial Ombudsman Service by telephone and by correspondence, ensuring accuracy and compliance with the company’s processes and procedures. The key aspects of the role are to:

- Investigate complaints in accordance with company complaints procedure
- Liaise between customer and external agencies to obtain resolution
- Research root causes of complaints
- Liaise between company and Regulator
- Contact customers by telephone and correspondence
- Ensure regulatory responses are issued correctly and on time
- Keep electronic and paper filing in order at all times
- Keep up to date with the company’s products
- Present the company in a professional and confidential manner at all times
- Pay due care and attention to your own and others’ health and safety at all times

- Experience of working in a team in an office environment
- Experience of liaising directly with customers, Regulators and external agencies
- 1-2 years previous complaints experience – preferably in the motor finance sector
- Knowledge of or interest in vehicle maintenance and repair
- Knowledge of treating customers fairly (TCF)
- Awareness of current FCA regulations
- Ability to understand and comply with documented processes, policies and procedures
- Excellent verbal and written communication skills

- Adaptable and flexible
- Excellent verbal and written communication skills
- Ability to work as part of a team but also individually
- Reliable member of the team
- Excellent planning and organisational skills
- Enthusiastic ‘can do’ attitude
- Able to work under pressure and to tight deadlines
- Accuracy and attention to detail
- Professional and well-presented
- Establishes effective working relationships
- Customer focussed approach

- Good educational background with proficiency demonstrable in maths and English
- Computer Literate, including MS office products and Email

Additional information
- Permanent / 37.5 hours a week (8.5 hours per day inc. 1 unpaid hour for lunch = 7.5 hours a day)
- Must be able to reliably commute to office
- Rota shift working based on 8-8 Weekdays and 9-5 Saturdays, Sundays & Bank Holidays (day in lieu earned for working them)

The deadline for applications for this role is Friday 23rd February 2018

For more information about this role, please contact:

Sarah Chatt
07887 510 355

See Sarah Chatt's jobs
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