Current jobs related to Complaints Handler - Cheadle - Freedom Group Action 365

How does working 4 days for the same salary as 5 sound? No really, there’s no catch.

We’re a great bunch here at Freedom Services, and we’re all about looking after our employees. Which is why we’ve recently launched a 4-day working week for all staff.

Freedom services are going through an exciting phase of growth, and we’re looking for enthusiastic and motivated people to join our team.

As part of our team you’ll also get the below benefits.

**Does this sound like your kind of place to work? Here’s what we’d like from you**

The Complaints Handler will be responsible for responding to all customer complaints. Investigating the complaint and responding to and resolving complaints liaising with the FOS (Financial Ombudsman Service) when required.

**Company benefits**
- 4 day working week
- Private healthcare after 6 months service
- Enhanced Maternity & Paternity policy (Qualifying period applies)
- 23 days holiday per year rising to 25 days after 2 years’ service in addition to bank holidays (pro-rata)
- Company pension contribution
- Social events throughout the year
- Company discount scheme
- Death in service policy
- Paid day off for your Birthday
- Free eyecare vouchers

**Key Duties and Responsibilities**
- To support the complaints manager in implementing a best class, regulated complaints management process
- To adhere to the implementation of complaints policies and procedures
- Demonstrate the ability to work with large volumes of work - effectively prioritising as required.
- To find ways of improving efficiencies and effectiveness of processes across the group of businesses
- To review and investigate complaints, bringing them to a satisfactory close within the agreed SLA’s
- Using a variety of call recording software to listen to and analyze customer interactions with the separate business areas
- Ability to analyze root cause analysis and provide feedback and solution
- To ensure the effective management of complaints in line with regulatory bodies
- Ensure the maintenance of a company-wide complaints reporting and tracking system
- Appropriately escalating complaints to the Complaints Manager, Or Senior within the team
- Liaise with the Financial Ombudsman Service where required
- Always deliver excellent customer service
- Recording complaint details accurately on all relevant systems and databases
- Answering Subject Access Report requests
- Collation of evidence in files for external requirements - including transcription and timelines

**Additional Senior - Key Duties and Responsibilities**
- Ensure departmental reporting is accurate and updated - provided to Complaints Manager
- Assist with organisation of daily workload and prioritization of activities within the team
- Be a referral point for team members to discuss complaint outcomes/cases
- Attend complaints resolution meetings across all business departments and lead from a complaint’s perspective
- Liaise with Team Managers and Heads of across the business

**Knowledge, Skills and Experience**

**Essential**:

- Knowledge of working within complaints and customer service environment
- Excellent Customer Service skills
- Excellent telephony skills
- Strong attention to detail
- Ability to multi-skill
- Ability of using Microsoft Office - with a focus on Word and Excel
- Strong numeracy and written communication skills

**Desirable**
- Knowledge of working within an FCA regulated environment
- Motor claims experience

**Personal Qualities and Skills**
- Ability to remain calm when under pressure
- Ability to alter communication style to the audience.

**Other duties**:

- To work positively and inclusively with all colleagues, customers and business partners to promote a workplace that values equality and diversity
- To adhere to all company policies and procedures as set out in the company

**What can we offer you?**

Here at Freedom Group, we offer a friendly and inclusive working environment. Joining our team as a complaints handler, you will be offered a competitive basic salary of up to £25,000 (D.O.E) and a great range of benefits including private health care, reward and discounts, flexible working environment with the potential for home working to name a few

If you want to be part of the future of Freedom Group, we want to hear from you

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

**Salary**: £19,305.00-£25,000.00 per year

**Benefits**:

- Casual dress
- Company events
- Company pension
- Employee discount
- Free parking
- Life insurance
- On-site parking
- Private medical insurance
- Referral programme
- Sick pay
- Store discount
- Work from home

Schedule:

- Day shift
- Holidays
- Monday to Friday
- No weekends

Application question(s):
**Education**:

- GCSE or equivalent (preferred)

**Experience**:

- customer service: 1 year (required)
- Complaint handling: 1 year (required)

Work Location: Hybrid remote in Cheadle, SK8 2JX