Complaints Officer

3 weeks ago

Doncaster, United Kingdom Rullion Ltd Full time

This role forms part of an impartial team that sits within the business and act in an independent way, while still considering the needs of the business. You will be responsible for managing the complaints recorded by the business as well as acting as a pointof contact for insurance related and escalated complaints within the business.

You will need to understand the motor finance industry and be able tailor your communication styles with people at branch level as well as internal senior management. You will need to ensure that the current complaints process and procedure is used effectively,in accordance with the needs of the business, and within the rules and regulations of regulatory bodies.

You will need to ensure that all complaints received are managed effectively, documented, dealt with in a timely manner and brought to conclusion, ensuring the right outcome is reached for both the company and the customer in line with the FCA Treating CustomersFairly principles. Where applicable this will mean working in conjunction with relevant internal departments and external agencies.

Key Responsibilities
- To provide high quality and professional advice and support when dealing with telephone calls and correspondence
- To investigate the complaint competently, diligently and impartially obtaining additional information where necessary to enable a resolution to be reached
- To ensure that all complaints received are resolved successfully in line with the FCAs Treating Customers Fairly principles, liaising with all relevant parts of the business to facilitate such outcomes
- Communicate professionally with a variety of people including customers, branch staff, senior management, Close Brothers, insurers and the Financial Ombudsman Service
- Ensure compliance with Company and regulatory requirements
- Responsible for the accuracy of information recorded in the database
- Compose proficient letters
- Answer telephone line promptly and courteously
- Achieve departmental and company service standards (SLAs)
- Contribute to creating a happy team working environment
- Report any potentially serious complaints swiftly to your line manager
- Identify and report any breaches relating to complaint handling or Company procedures to your line manager
- Produce complaints management information and statistics as and when required by the line manager, Compliance Department or senior management
- Assist in identifying trends and issues arising out of complaints received to produce root cause analysis and suggested remedial action (where required)
- General office duties as and when required
- Adapt to the constantly changing requirements of the department and the company and perform additional tasks as may be required

Risk & Compliance:
Ensure that all Governance and Compliance requirements are adhered to and all reporting and reviewing activities required by the Regulatory Bodies are carried out to the standards required.
Skills & Experience
Essential
- Excellent administration skills
- Organisation and multi-tasking skills
- Computer literate and strong keyboard skills
- Good communication and interpersonal skills at all levels (written and verbal)
- Negotiation skills
- Attention to detail and commitment to high standards of quality
- Understanding and reassuring telephone manner
- Team working
- Complaint handling experience essential

Desirable
- Motor finance and Regulatory knowledge (Financial Conduct Authority and Financial Ombudsman Service) desirable

Education & Qualifications

Educated to GCSE standard with grade C or above in Maths and English, or equivalent.

Competencies
Competency Definition
Adhering to Principles and Values

Upholds ethics and values; demonstrates integrity; promotes and defends equal opportunities, builds diverse teams; encourages organisational and individual responsibility towards the community and the environment.
Writing & Reporting

Writes clearly, succinctly and correctly; writes convincingly in an engaging and expressive manner; avoids the unnecessary use of jargon or complicated language; writes in a well-structured and logical way; structures information to meet the needs and understandingof the intended audience.
Analysing

Analyses numerical data, verbal data and all other sources of information; breaks information into component parts, patterns and relationships; probes for further information or greater understanding of a problem; makes rational judgements from the availableinformation and analysis; produces workable solutions to a range of problems; demonstrates an understanding of how one issue may be a part of a much larger system.
Planning & Organising Sets clearly defined objectives; plans activities and projects well in advance and takes account of possible changing circumstances; manages time effectively; identifies and organises resources needed to accomplish tasks; monitors performanceagainst deadlines and milestones.
Customer Orientation Always ready to go the "extra mile" for clients/customers (Internal & External). Actively demonstrates a pride in, and an enthusiasm for meeting client needs. Spots opportunities to increase service levels. Adapts a flexible approach whenrequired. Builds rapport with client/customers. Thoroughly investigates all client/customer issue before resolving effectively and appropriately.
Working with People Demonstrates an interest in an understanding of others; adapts to the team and builds team spirit; recognises and rewards the contribution of others; listens, consults others and communicates proactively; supports and cares for others; developsand openly communicates self-insight.

Rullion celebrates and supports diversity and is committed to ensuring equal opportunities for both employees and applicants.

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