Complaint Handler

Interactive Investor

Manchester, UK

3d ago

Description

We are recruiting for a complaint’s handler. The main aspect of the role is to handle customer complaints. Calling out to customers to resolve their dissatisfaction.

Completing a full investigation and delivering this to the customer in a well written, clear, and concise final decision letter.

You will be working to set guidelines and procedures in order to ensure the satisfactory and timely resolution of customer complaints and acting as a point of contact for customers.

As well as complaints you will also be reviewing cases referred to the ombudsman.

Requirements

KEY RESPONSIBILITIES :

Manage all customer complaints including those sent to Exco.

Manage FOS complaints in a timely manner and ensure that we learn from FOS decisions and adapt our future policies where appropriate

Produce good quality detailed letters in a non jargon manner making sound decisions on compensation and decisions

Record appropriately the root cause of each case and the reason why you have arrived at your decision

Ensure that you work to the best of your ability and meet good productivity levels

Give help and guidance to less experienced members of staff to give good customer outcomes explaining your decision

Ensure that ownership is taken for complaints and keep your customer informed of progress

Demonstrate at all times that you are operating within disp rules set by the regulator

Continually and appropriately challenge policy, processes and procedures, driving improvements

Work as part of a team, supporting colleagues and promoting a positive work environment & team spirit

Adhere to the Treating Customers Fairly and VC principles

Show flexibility and help support the wider customer service team in times of need

Complete mandatory training

SKILLS & EXPERIENCE REQUIRED :

Outstanding written and verbal communication

A calm and positive attitude, combined with great listening skills

Ability to adapt to different situations

Ability to develop good working relationships

Great attention to detail

Experience of working in a FCA regulated environment

PERSONAL ATTRIBUTES :

Clear communicator

Strong team player

Demonstrated passion and drive for delivering the best outcome

Moving with speed delivering faster and better

Decisive and take ownership of outcomes

Not afraid to challenge and be open to challenges

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