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Complaints Handler

2 months ago

London, United Kingdom Edenbrook Full time

New opportunity as a complaints handler whereby you’ll be responsible for handling and management of complaints and any associated admin tasks efficiently and to agreed timelines.

Key Responsibilities & Accountabilities

  • Manage and handle complaints from initial notification through to final agreement, in line with DISP rules.
  • Handle complaints constructively and in line with company and Financial Conduct Authority guidelines, escalating when a solution cannot be found.
  • Provide tailored outcomes to customers, considering their individual needs.
  • Liaise with customers (via telephone and email) to fully articulate outcomes and findings.
  • Carry out investigations to ensure all relevant documents and information has been evaluated prior to the decision on the complaint.
  • Undertake regular QA checks on complaints, ensuring our teams are handling complaints appropriately.
  • Deliver to our targets and keep us in line with our service level agreements and key performance indicators.
  • Analyse situations, identify issues, and find effective solutions to resolve claims queries and complaints.
  • Make sure all fraud controls and processes are followed, delivering quality at every touchpoint.
  • Liaise with the Financial Ombudsman Service and send files as necessary while working with the Complaints Team Leader to action decisions.
  • Ensure you are compliant with all company polices and regulatory requirements with a particular focus on FCA DISP rules, Vulnerable Customers and Treating Customers Fairly.
  • Deputise for Complaints Team Leader when necessary.
  • Actively seek feedback, learn from experiences, and strive to enhance your skills and knowledge to improve customer service delivery.
  • Play an active part in the development and training of your colleagues, ensuring the wider team has the best cross-functional coverage.
  • Recommend suggestions to your Team Leader to make sure we're efficient, effective, and providing high-quality service, while keeping costs in mind.
  • Identify and contribute feedback to the design and implementation of our internal processes and systems, to help improve customer experience and financial controls.
  • Work on your own skills and performance to keep getting better at your job.
  • Plan and schedule your daily activities to ensure deadlines are met and work is completed in a timely manner.
  • Adhere to processes and procedures to ensure consistency and compliance with organisational and regulatory standards.
  • Maintain accurate and timely records, files, and databases to ensure data integrity and compliance with our Data Protection requirements.
  • Continuously maintain our systems through accurate data entry.
  • Effectively allocate your time to address customer inquiries promptly so we can meet service level agreements (SLAs).
  • Flexibly adjust your plans and workflows to accommodate shifting priorities or unexpected customer demand.
  • Communication Skills
  • Ensure clear, polite, and empathetic communication to understand and address the customer needs and complaints process.
  • Handle conflicts calmly and diplomatically, aiming for mutually beneficial resolutions to maintain positive customer relationships.
  • Be flexible and adaptable to navigate diverse customer interactions and adjust your approach based on individual needs.