Complaints Handler

Our client who offers finance to customers who are not accepted by the mainstream lenders and

has built up a reputation for providing a strong product range are recruiting a Complaints Executive to based from their office in Chester where there is a hybrid working in place. The role will pay a competitive salary and comes with a range of benefits.

The role is responsible for handling all complaints for our client. Striving to deal with all customer complaints at the first point of contact ensuring customer satisfaction wherever possible.

**What is expected of the Complaints Executive?**
- Handle inbound and outbound telephone calls into the complaints team. This will include calls from customers as well as regulatory bodies including the Financial Ombudsman Service.
- Manage individual workload of complaints ensuring work is completed, responding to complaints within the internal service level and within regulatory timescales.
- Ensure new complaints are recorded accurately on the relevant systems, including contact information and necessary actions.
- Make correct, informed decisions about whether a complaint is justified or unjustified and what action should be taken, taking a commercial view where necessary.
- Ensure any offer of settlement or redress is fully supported with documentary evidence.
- Ensure all correspondence and telephone contact is clear, concise, and accurate.
- Treat customers with respect, showing empathy and understanding. Always adhere to the principles of ‘Treating Customers Fairly’.
- Assist with the preparation and production of Management Information relating to complaint handling.
- Demonstrate ability to identify Vulnerable Customers and deal with them appropriately.
- Provide effective ongoing communication to the team, department and the business.
- Root Cause analysis should be reviewed regularly to ensure our processes do not create any barriers along the customer journey.
- Demonstrate the company Vision and Values.

**What we look for in a** **Complaints Executive?**
- Experience within either a customer service or complaints role within a regulated sector
- Fully computer literate
- Ability to address multiple demands without losing focus.
- Analytical and logical approach.
- Excellent telephony skills.
- Excellent communication and interpersonal skills.
- Working under pressure, often to tight deadlines.
- Problem solving skills.
- Able to identify Vulnerable Customers and establish fair outcomes for customers in vulnerable circumstances.
- To work on own initiative.
- Personal drive and self-motivation.

**What the Complaints Executive** **will receive?**
- Competitive base salary
- Pension scheme
- Employee referral programme
- Perks at Work
- Above and Beyond awards
- Income protection scheme
- Employee of the Year
- Long Service awards
- Life assurance

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

**Salary**: £16,672.77-£23,500.00 per year

**Benefits**:

- Employee discount
- Life insurance
- Referral programme
- Work from home

Schedule:

- Monday to Friday

Work Location: Hybrid remote in Chester

Reference ID: 9070g09u90u70