Complaint Handler

4 months ago

Manchester, United Kingdom Interactive Investor Full time

WHO WE ARE: interactive investor is an award-winning investment platform that puts its customers in control of their financial future. We’ve been helping investors for over 25 years. We’ve seen market highs and lows and been resilient throughout. We’re now the UK’s number one flat-fee investment platform, with assets under administration approaching £55 billion and over 400,000 customers. For a simple, flat monthly fee we provide a secure home for your pensions, ISAs and investments. We offer a wide choice of over 40,000 UK and international investment options, including shares, funds, trusts and ETFs. We also bring impartial, expert content from our award-winning financial journalists, highly engaged community of investors, and daily newsletters and insights.

WHAT WE STAND FOR: It’s simplewe want our customers to feel confident and in control, for interactive investor to go from strength to strength, and for ii to be a workplace where we can all thrive. Our customer-driven approach and bold values sit at the heart of this. We are honest, straight-talking and transparent with our customers and our colleagues. We are decisive and take ownership of what we say and deliver. We are ambitious and passionate about what we believe is right for our customers, our teams, ourselves and interactive investor. PURPOSE OF ROLE: To provide a knowledgeable, accurate, and efficient service for customers by delivering an excellent complaint handling service across all channels. To act as role model for behaviours and act as a point of referral/coach for escalated/complex queries.

**Requirements**:
KEY RESPONSIBLITIES:

- Provide a friendly and professional complaints resolution service in line with ii policy and FCA regulations, while delivering excellent customer service.
- Achieve the required standard against the ii’s complaint handling expectations in call quality and other channels.
- Produce good quality detailed letters using non-jargon and make sound decisions on outcomes and compensation.
- Ensure that ownership is taken for complaints, calling out to the customer to understand their complaint and the resolution they are seeking, to resolve their dissatisfaction
- Keep the customer informed of progress at key stages.
- Work in collaboration with relevant teams across the business to resolve queries and complaints accurately and efficiently and record the appropriate root cause and why you arrived at this decision
- Deliver high levels of service with mínimal supervision. Keep promises and ensure 1st time resolution - including following up on issues passed to other people/departments.
- Resolve customer complaints quickly and efficiently and provide accurate information
- Proactively consider future needs and good customer outcomes/benefits beyond initial complaint.
- Continually and appropriately challenge policy, processes and procedures, driving improvements.
- Maintain customer records by updating accurate account information minimising errors with no repeat occurrences.
- Dealing with complaints at all levels, including Exec, press and other high profile cases when required.
- Work as part of a team, supporting colleagues and promoting a positive work environment & team spirit. - Be flexible, supporting other teams and/or the Team Manager, in order to meet business needs.
- Adhere to the Treating Customers Fairly and the Training and Competence principles
- Maintain the organisation’s first line of defence by ensuring individual adherence to business processes and procedures that are designed to meet the regulatory standards set out in the relevant FCA rules and guidance.
- Make informed risk decisions and effectively and credibly debate and challenge management recommendations within your role in line with the approved Risk Management Framework.
- Knowledge of the regulatory environment and associated risks that require managing.
- Logging Risk events - Understanding Risk via training and documentation available.

SKILLS & EXPERIENCE REQUIRED:

- Understand key security and customer authentication procedures and their importance.
- Understanding of the regulatory environment and associated risks that require managing.
- Understand the principles of TCF and our regulatory requirements.
- Understanding of wider operational processes.
- Understand the industry rules and regulations regarding FCA complaint handing regulations and the role of the Financial Ombudsman Service (FOS).
- Advanced communication skills (written and verbal) - ability to build rapport and negotiate with customers, maintain calm and professional during pressurised situations, and share information in a clear and logical manner.
- Advanced accuracy and attention to detail - mínimal errors with no repeat occurrences.
- Advanced ability to tailor approach to meet the individual needs of the customer, ensuring customer satisfaction.
- Advanced IT skills - ability to navigate a broad range of internal systems.
- Advanced abilit

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