Complaints Handler

Job Description

Working for this established and growing organisation, the Complaints Handler will be providing 1st line customer service and administration support within the department. Ensuring that the most effective systems and processes are followed at all times and that the customers’ needs are not just consistently met, but exceeded while operating strictly within FCA regulations and guidelines. The Complaints Handler will be rewarded with 25 days’ holidays plus Bank Holidays, a contributory pension scheme, death in service, healthcare and annual pay reviews. The company are based close to Hamilton Square train station, so easily accessible from the Wirral and Liverpool.To apply for the Complaints Handler you will possess an understanding and experience of customer services, particularly relating to disputes and complaints. You will have a strong working knowledge of MS Word, Excel and Outlook and have the capacity to learn new systems quickly. The Complaints Handler will have a strong working knowledge of FCA regulations along with a passion for providing excellent customer service and experience in delivering customer support. Due to being an FCA regulated business, you will need to pass a satisfactory credit check.Hours of work: Monday to Friday 9-5Key Responsibilities:· To deliver the best possible customer service when dealing with internal and external customers.· To manage own caseload of dispute cases by regularly communicating with colleagues, suppliers and customers, ensuring that lines of communication are kept open between all parties to resolve cases effectively.· Investigate disputes producing timelines of facts and suggest solutions in line with FCA regulations and internal processes.· To ensure that the cases are resolved in line with company policy by gathering pertinent information to provide tailored responses and decisions of various complexities.· Responding to enquiries via telephone, email and written correspondence within Key Performance Indicators.· Referring and liaising with the Compliance & QA Manager is required.· To continually look for ways to improve processes to ensure a clear and effective conciliation service.SKILLS:· We are looking for candidates who have previous complaint handling experience with customers.· It is desirable that the successful candidate has knowledge of the FCA and regulatory environment (FOS).· Strong customer service experience, someone who is able to deal with irate customers· Good problem solving and decision making skills· High level of accuracy and attention to detail· The ability to manage your own workload and prioritise accordinglyKEYWORDS: complaints, escalations, FCA, financial services, customer service, compliance, disputesUnfortunately due to time restrictions we cannot respond to every applicant, in the event that we haven’t contacted you within 48 hours please take it you have not been successful for this particular role, but your details will be kept on file and considered for all future vacancies.We are acting on behalf of the client as an Employment Business in relation to this vacancy.We are an equal opportunities agency and welcome applicants from all backgrounds.