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Complaints Handler

4 months ago

Ipswich, United Kingdom WNS Assistance Full time

WNS Assistance are currently looking for a passionate and motivated individual to join us in the role of Complaint Handler.

**Key responsibilities**:

- Take ownership of complaints, carrying out a full investigation through to resolution
- Responsible for ensuring all data and correspondence is maintained on our bespoke internal system
- Proactively manage daily workloads and targets to achieve Key Performance Indicators
- Prepare cases for submission to the Financial Ombudsman Service
- Calculating redress and settlement offers
- Assist in the preparation of general and client specific reports to support forecasting, allocation of work and client updates
- Analyse adjudications and conduct root cause analysis. Ensuring emerging themes and issues are highlighted to drive improvements.
- Work with our Audit and compliance manager to ensure we are providing quality outcomes to customers, meeting FCA deadlines and working within our contractual responsibilities with our clients

**Who are we looking for?**
- Previous experience in a customer service / complaints related role
- Excellent listening and communication skills and the ability to build rapport with customers/colleagues
- Ability to multitask and handle high volumes of work efficiently and confidently
- Ability to handle objections effectively and make a final decision based on the merits of a complaint
- Getting to grips with our internal system to build timelines and review complaints on a case by case basis
- **Desirable** - experience working in an FCA regulated business environment

**Technical Skills**
- IT proficient including Excel and MS Word
- An interest in regulation and a willingness to learn more about compliance

**Non-Technical Skills**
- Attention to detail
- You share your knowledge and experiences
- Conscientious, motivated, organised and professional nature
- Good communication skills
- Inquisitive

Work Remotely
- Hybrid

**Job Types**: Full-time, Permanent

**Salary**: £22,000.00-£24,000.00 per year

**Benefits**:

- Company events
- Company pension
- Employee discount
- Gym membership
- Life insurance

Schedule:

- Day shift
- Monday to Friday

Work Location: Hybrid remote in Ipswich IP1