Complaints Handler

**Up to £45k depending on experience**

**Hybrid - Mid Kent**

**Full Time - Permanent**

**A new and exciting role has become available for our Financial Services client in Mid Kent**

The key purpose of this role is to ensure that all complaints are handled in accordance with the organisation’s internal **Complaints Handling** Policy and Procedures, ensuring complaints and external disputes are managed in line with the **FCA regulations**, fairly, accurately, and clearly.

**A day in the life of a Complaints Handler will include**:

- Handling of all complaints received within the **1**st** **and final stage** of the complaint handling process.
- Completion of outbound acknowledgement and **resolution calls** with complainants.
- Acknowledging, drafting, and sending out complaints correspondence promptly, responding to customers within **set time limits,** systematically and fairly.
- Resolving customers’ queries within agreed authority, **investigating** the cause of individual **complaints,** and where required, gathering information from relevant departments, and reviewing documentation.
- Making recommendations for fair, impartial decisions on whether to uphold a complaint in line with the organisation’s policies and set mandates.
- **Calculating redress** and compensation in line with regulatory and **FOS guidelines.**:

- Maintaining customer related information systems for accurate record keeping.
- Identifying actions to address the cause of complaints, making suggestions to improve processes and documentation to **reduce complaints.**:

- **Ensuring compliance** with legal requirements, industry regulations, organisational policies, and professional codes.
- Experience in **complaints handling** within a **financial services** environment.
- **Strong IT** skills including MS Office.
- Excellent verbal and written communication skills.
- Really good **organisation** and attention to detail.
- Tact and discretion dealing with sensitive personal information.

If you feel you meet the above criteria and want to work for a fantastic, successful company, please **APPLY NOW** for immediate consideration

**_This role is being handled by Jasmine Smith, Business Support Consultant for Pearson Whiffin Recruitment._**

Not quite the right role but still looking?
- By working with us, you will be helping support charities across Kent; we have raised over £50,000 so far_