Legal Complaints Handler

4 weeks ago


Bristol, United Kingdom Redefined Ltd Full time

To make a difference for our customers through our complaint resolution processes. We are offering a hybrid working model for these positions with your primary location as Bristol, meetings are currently once a month with onsite onboarding for the successful candidate.
Deliver fair outcomes to customers via the complaints process based on a thorough investigation of the facts of the case, considering customer circumstances, policies, and regulatory requirements.
Handling a case load of complaints from case allocation through to production of the Banks final written response. Ensuring that personal compliance with the Group, UK Risk and Compliance policies, Regulatory requirements, and local business unit policies and controls are achieved.
Ideally you will have previous complaint handling/dispute resolution experience in Financial Services. Along with experience of working in a highly regulatory environment and outcome focused role.
Excellent customer service, communication skills and letter writing skills are a must
The Complaint Investigator role sits within the UK Customer Relations (UK Customer Complaints) operation as part of the Office of the Chief Operating Officer within Bank of Ireland UK Plc.
In addition to complaint management, our Team is made up of several different functions that include the Vulnerable Customer Unit, the management of the Banks relationship with the Financial Ombudsman Service and the fulfilment of Data Subject Access/Rectification requests.
Activity undertaken across the unit is highly regulated by the Financial Conduct Authority (FCA) via its Dispute Resolution Rulebook (DISP), General Data Protection Regulation (GDPR) and FCA standard process linked to deceased and vulnerable customers.
The Bank of Ireland company culture prioritises work-life balance with an opportunity for flexible working, along with 24 days annual leave and excellent pension contributions. we offer 6 months paid maternity leave, an innovative fertility and surrogacy policy and working parent supports.
we have an employee assistance program along with other fantastic supports. We also encourage and support staff to pursue educational and professional qualifications to grow and improve your career
#li-hybrid
Agile - Self
Manage Risk - Self
Where Agency assistance is required Bank of Ireland Recruitment Team will engage directly with suppliers. Bank of Ireland Group is an equal opportunities employer and is committed to fostering an inclusive workplace which values and benefits from the diversity of our workforce.
We offer reasonable accommodation at every stage of the application and interview process.


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