Complaints Officer

4 months ago

Derby, United Kingdom H2O Recruitment & Training Services Ltd Full time

My client are looking for a Complaints Officer to play a key role within their vibrant Head Office.

Working within the Complaints Team you will be responsible for responding to complaints within the regulatory guidelines.

Our aim is to not only resolve complaints fairly but to use our insight into complaint root causes to help improve our service to customers.

You’ll be responsible for the investigation and resolution of customer complaints in line with the FCA’s dispute resolution rules and supporting our delivery of consumer duty regulations through the prevention of customer detriment.

In addition to this, you’ll help identify the root cause of complaints and support the detection and prevention of repeat issues.

You will:

- Record and track incoming complaints to provide a clear audit trail of complaint management.
- Use your knowledge and evaluation skills to investigate complaints thoroughly, engaging with key stakeholders and third parties to establish clear rationale for your decision.
- Document and issue your findings clearly to both the business and the customer with appropriate resolution where required
- Work closely with other members of the Compliance function to ensure a joined-up approach to development.
- Promote effective working relationships with key stakeholders to deliver business requirements

Full training will be provided to ensure you can quickly get up to speed, but to be successful in this role you need to demonstrate:

- Knowledge and understanding of the regulator requirements for the market we operate in.
- The ability to manage your time to deliver the required number of FRL’s to support management of volumes within regulatory time timescales
- Good judgement and self-sufficiency to enable sound decision making
- The ability to use investigatory skills to identify root cause and establish appropriate resolution for all complaints in accordance with internal policy and procedures.
- Effective communication skills, both verbal and written
- The ability to communicate at all levels with professionalism and integrity
- The ability to build excellent relationships with key stakeholders

Everyone is Welcome we value diversity and know that different experiences and perspectives will ensure our team continues to Break the Mould and Deliver Wow.

As an equal opportunities employer, we are committed to the equal treatment of all current and future employees and do not condone or tolerate discrimination in any form.

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

**Benefits**:

- Additional leave
- Company events
- Company pension
- Cycle to work scheme
- Employee discount
- Free parking
- Gym membership
- Life insurance
- On-site parking
- Sick pay
- Store discount
- Work from home

Schedule:

- Monday to Friday
- No weekends

**Education**:

- GCSE or equivalent (preferred)

Work Location: In person

Reference ID: Complaints

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