Complaints Officer
Close Brothers Group
Doncaster, UK
2d ago

OVERALL SUMMARY

Join Close Brothers Motor Finance where you will be working to ensure that complaints received are managed effectively, ensuring the right outcome is gained for both the company and the customer.

Working as part of our expanding Complaints team our ideal team member will have previous experience in managing complaints and working to high standards.

RESPONSIBILITIES

To provide high quality and professional advice and support when dealing with telephone calls and correspondence

To investigate the complaint competently, diligently and impartially obtaining additional information where necessary to enable a resolution to be reached

To ensure that all complaints received are resolved successfully in line with the FCAs Treating Customers Fairly principles, liaising with all relevant parts of the business to facilitate such outcomes

Communicate professionally with a variety of people including customers, branch staff, senior management, Close Brothers, insurers and the Financial Ombudsman Service

Ensure compliance with Company and regulatory requirements

Produce complaints management information and statistics as and when required by the line manager, Compliance Department or senior management

WE WOULD LOVE TO HEAR FROM YOU IF YOU HAVE / ARE :

Excellent administration skills

Organisation and multi-tasking skills

Computer literate and have strong keyboard skills

Good communication and interpersonal skills at all levels (written and verbal)

Negotiation skills

Good attention to detail and commitment to high standards of quality

An understanding and reassuring telephone manner

Complaint handling experience

A passion for Customer Service and are excited about working with us!

IT IS NOT ESSENTIAL BUT IT WOULD BE GREAT IF YOU HAVE :

Motor finance and Regulatory knowledge (Financial Conduct Authority and Financial Ombudsman Service)

At Close Brothers we look to recruit individuals from all different backgrounds and encourage you to apply even if you don’t tick every box.

We celebrate diversity, promote inclusivity and are open to discuss flexible work options to help you balance your work and home life.

We appreciate that from time to time, recruitment agencies will have speculative CVs that they may wish to submit to our Talent Acquisition team in relation to a specific role.

To avoid any ambiguity around fees, please note that speculative CVs received by Close Brothers, that have not been authorised in advance, by us, will be ineligible for an agency fee. Thank you.

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