Complaints Handler
5 months ago
**Complaints Handler - Financial Services, Liverpool.**
As a Complaints Handler in the financial services sector, your primary responsibility is to investigate, analyse, and resolve customer complaints in adherence to industry regulations and organizational policies. You will play a crucial role in maintaining customer satisfaction and ensuring compliance with relevant legal and regulatory frameworks.
**Key Responsibilities**:
**Complaint Resolution**:
- Investigate and assess customer complaints in a timely and efficient manner.
- Analyze the nature of complaints and determine the appropriate course of action for resolution.
- Communicate with customers to gather necessary information and provide updates on the status of their complaints.
**Regulatory Compliance**:
- Stay up-to-date with financial regulations and industry standards to ensure compliance.
- Ensure that all complaint-handling processes adhere to relevant legal and regulatory requirements.
**Documentation and Reporting**:
- Maintain accurate and detailed records of each complaint, including relevant correspondence and resolutions.
- Generate reports on complaint trends, providing insights to management for process improvement.
**Communication**:
- Liaise with other departments, including customer service, legal, and compliance, to gather information and coordinate complaint resolutions.
- Communicate effectively with customers, providing clear and concise information regarding the status and outcome of their complaints.
**Customer Relations**:
- Work to resolve complaints in a manner that enhances customer satisfaction and retains customer loyalty.
- Provide recommendations for process improvements based on recurring themes in customer complaints.
- Collaborate with the team to identify areas for improvement in complaint-handling processes.
- Bachelor's degree in finance, business, or a related field - **preferred but not essential**.
- **Previous experience in a complaints handling role **within the financial services (ideally) industry - **2 years min**:
- In-depth knowledge of financial regulations and compliance requirements.
- Strong analytical and problem-solving skills.
- Excellent communication and interpersonal skills.
- Ability to work independently and as part of a team.
- Attention to detail and a commitment to delivering high-quality outcomes.
**What's on offer?**
A competitive basic salary of **£22,000 - £26,000 (depending on experience) **is on offer plus a comprehensive package including private medical insurance, pension and further benefits.
**Salary**: £20,000.00-£27,000.00 per year
**Benefits**:
- Additional leave
- Casual dress
- Childcare
- Company events
- Company pension
- Cycle to work scheme
- Gym membership
- Life insurance
- Private medical insurance
- Referral programme
- Sick pay
- Work from home
Schedule:
- Monday to Friday
- No weekends
Supplemental pay types:
- Performance bonus
Application question(s):
- Have you experience of handling/managing customer complaints within financial services?
**Experience**:
- Complaint handling: 2 years (required)
Ability to Commute:
- Liverpool City Centre, Merseyside (required)
Work Location: In person
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