Complaint Handler

4 weeks ago

London, Greater London, United Kingdom Capita plc Full time

As one of our Complaint Handlers, you will investigate and resolve service complaints related to Securitised Mortgage Portfolios in line with FCA DISP requirements and client service level agreements. The role is full time 37.5 hours per week, Monday to Friday, on a 6 month fixed term contract basis.

In order to be considered for this role it's essential that you have demonstrable experience in escalated complaints handling and investigations within an FCA regulated financial services environment.

You'll be expected to investigate the causes of customer dissatisfaction and resolve service complaints in line with procedures and regulatory requirements whilst identifying and escalating root cause trends and issues that arise. You'll liaise with ombudsman services as appropriate and share knowledge and expertise with other team members, contributing to a positive and supporting team culture.

This role can either be Home-based in the UK or alternatively it can be located from our Plymouth location should someone wish to be based in an office.

Capita is an equal opportunity and disability confident employer.

What will you deliver?

  • Investigating the causes of customer dissatisfaction and resolve service complaints in line with procedures and regulatory requirements.
  • Identifying and escalating root cause trends and issues that arise.
  • Liaising with ombudsman services as appropriate.
  • Sharing knowledge and expertise with other team members, contributing to a positive and supporting team culture.
  • Identifying opportunities to build positive customer relationships and provide excellent customer service.

What are we looking for?

  • Regulated escalated complaint handling experience is essential.
  • Experience of working in financial services organisations, ideally with mortgage knowledge.
  • Be able to produce bespoke customer response letters.
  • Strong verbal and written communication skills.
  • Ability to manage varying workloads and priorities.
  • Strong organisational and time management skills.
  • Excellent problem solving skills.

What can we offer you?

In this role, you will be given fantastic training and development for your career. You will also be given the following:

  • Salary up to 25,000 per annum dependent on experience.
  • Company matched pension, life assurance, a cycle2work scheme, 15 weeks' fully paid maternity, adoption and shared parental plenty more
  • 23 days holiday (rising to 27) with the opportunity to buy extra leave
  • Voluntary benefits designed to suit your lifestyle - from discounts on retail and socialising, to health & wellbeing, travel and technology.

You'll be joining a large network of experienced, innovative and dedicated individuals across multiple disciplines and sectors. There are countless opportunities to learn new skills and develop in your career, and we'll provide the support you need to do just that. Our purpose is to create a better outcome for you.

About Capita Regulated Services

At Regulated Services, we're transforming the world of life and pensions, and mortgage services. We're delivering responsible and sustainable services, helping our clients to respond to changing market factors and adapt to the needs of their customers both now and in the future. Our teams work with clients across the UK and Worldwide, offering a range of services from end-to-end administration, digital technology and business support to lending, account and arrears management. Join us and discover better as you shape the future of regulated services.

What's Next?

If this role is of interest to you, please click below to register, apply and track your progress A member of our Resourcing Team will review your application and be in touch.

Equal Opportunities

We're an equal opportunity and Disability Confident employer, which means we recruit and develop people based on their merit and passion. We're committed to providing an inclusive, barrier-free recruitment process and working environment for everyone. If you need the job description or application form in an alternative format (such as large print or audio), or if you'd like to discuss other changes or support you might need going forward, please email or call and we'll get back to you. For more information about equal opportunities and process adjustments, please visit the Capita Careers website.

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