Complaints Handler

3 weeks ago

Milton Keynes Buckinghamshire, United Kingdom Snap Finance UK Full time

JOIN A FUN COMPANY WHO LOOK TO CREATE THE IMPOSSIBLE & LOVE TO GET STUFF DONE

Who are we and what do we do?

Snap Finance was founded in the United States in 2012, and today is the largest privately held alternative finance in the US.

Snap Finance UK was launched in July 2017 and offers financial solutions to consumers who have been refused credit or are building up their credit score, through a network of retail partners across the UK.

Our Mission is to unlock financial flexibility for a better life and our vision is to imagine a world where everyone has the financial means to thrive.

To find out more, please visit our website at

If you’re looking to make a great career move, then look no further.

We are on the lookout for a Complaints Handler to join our team, see more information below.

Reporting to: Customer Insights & Outcomes Manager

Location: Crownhill, Milton Keynes / Hybrid Working (flexible is who we are, but we expect you to be in the office 2-3 days a week

Working Hours: 37.5 hours a week - Monday – Friday 8:30am – 17:30pm. Saturday work is every 4 weeks between the hours of 09:00am – 13:00pm

Role Purpose: To ensure all complaints are dealt with in a compliant manner and adhering to FCA and FOS guidelines, helping to achieve the best outcomes for customers and Snap Finance.

The role and responsibilities include:

  • Telephone customers to resolve complaints at first point of contact.
  • Thoroughly investigate customer complaints providing the most appropriate outcomes for our customers as well as the business.
  • Write and send final response letters in response to complaints raised.
  • Resolve complaints in a timely manner to improve complainant experiences and achieve SLAs set out by the FCA.
  • Work with various areas of the business to identify trends and make recommendations for change.
  • Managing the inbox including logging new complaints and responding to adhoc queries.

To be successful in the role as a Complaints Handler we require the following skills and experience:

  • Experience of written communication with customers
  • Working knowledge of relevant regulators (FCA) and regulations (e.g. Consumer Credit Act, Consumer Rights Act etc).
  • Successful track record of building strong relationships with customers and colleagues
  • Ability to conduct thorough investigations and produce reasoned decisions
  • Strong problem-solving skills and attention to detail
  • Strong Communication (written and verbal).
  • Experience of data protection and GDPR compliance
  • GCSE grades A to C (or equivalent) in Math’s and English

Benefits:

As a new family member to Snap, you will receive and have access to a variety of our great benefits, which could include:

  • Competitive salary plus an annual discretionary bonus based on company performance and/or personal yearly performance.
  • 26 days annual leave – plus your birthday off and an extra day for each year you’ve worked, capped at 4 years (that’s an additional 4 days)
  • Discounted gym memberships
  • Access to our Snap Perks platform
  • It’s all about balance – Our hybrid work environment encourages employees to utilise the flexibility of working from home, as well as the benefits of in-person collaboration that our offices provide
  • Life Assurance
  • Cycle2work Scheme
  • Eyecare vouchers

If you feel as though you meet our requirements and are looking for your next challenge, then simply press ‘APPLY’ and upload your up-to-date CV and cover letter for the position.

Snap Finance is required to comply with UK Government standards when carrying out pre-employment checks for all new starters; this includes a basic criminal record and credit check.

Due to the high volume of applications, if you do not hear from us within 15 days then take it that on this occasion you have not been successful.

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