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Complaints Officer-iva

3 months ago

Sale, Trafford, United Kingdom Imperium Financial Recruitment Full time

ROLE AND RESPONSIBLTIES
The main duties of the Complaints Officer will be:
Investigate complaints received by reviewing the facts of the case and discussing the complainants' concerns - this may be from the client or a third party

  • Draft formal letters of response
  • Ensure that all complaints are managed and resolved In line with company policy, timescales and regulatory guidelines, ensuring clients are treated fairly
  • Maintain the Complaints Register, including detailed records of complaints along with decisions and outcomes to Identify areas where services could be Improved
  • Maintain and analyse Management Information to highlight areas of training and development needs and present to the Compliance and Training Manager to present at board level
  • Liaise with the Insolvency Practitioners regarding any regulatory complaints as required
  • Ad hoc duties and projects as required

KNOWLEDGE AND SKILLS

  • Proven ability to manage expectations and deal effectively with complaints
  • Genuine commitment to providing excellent service
  • A good understanding of all aspects of IVAs
  • Excellent organisation skills and able to prioritise and manage workload
  • Excellent communication and interpersonal skills
  • Attention to detail
  • Ability to work in conjunction with other teams and provide support where necessary