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.
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 :
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