Complaints Handler

5 months ago

Manchester, United Kingdom Close Brothers Group Full time

**OVERALL SUMMARY**

Join Close Brothers Motor Finance team where you will be responsible for managing the complaints recorded by the business as well as acting as a point of contact for insurance related and escalated complaints within the business. Working as part of the Complaints team our ideal team member will have previous experience in Complaint Handler with excellent communication skills.

**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
- 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.

**WE WOULD LOVE TO HEAR FROM YOU IF YOU HAVE/ARE**:

- 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

**ABOUT US**
- For roles offering hybrid working:_ At Close Brothers we support employees to balance their work life priorities and in this role you will be able to enjoy a mixture of hybrid working.

Close Brothers is a leading UK merchant banking group providing lending, deposit taking, wealth management services and securities trading. At Close Brothers we provide financial support and advice to small businesses and individuals in the UK. Our purpose is to help the people and businesses of Britain thrive over the long term.

**To find out more about life at Close Brothers**:
**To find out more about our benefits**:
**To find out more about our commitment to creating an inclusive environment**:
Our Responsibility - Diversity and inclusion ¦ Close Brothers Group

**The Company**

We specialise in helping people buy new and used cars, motorbikes and light commercial vehicles. Working with a network of reputable dealer and broker partners, we provide flexible finance solutions to our customers that are convenient, hassle-free and most importantly, affordable. With headquarters in the North of England, we have branches covering the whole of the UK, serving the needs of our partners and customers and offering a personal hands-on approach to vehicle finance.

Close Brothers Motor Finance is part of the FTSE 250 listed Close Brothers Group plc, a specialist financial services group which makes loans, trades securities and provides advice and investment management solutions to a wide range of clients. Close Brothers was established in 1878 and employs over 2,500 people, principally in the UK.

**Inclusion**

**The Benefits**

**Private medical**

**Discounted health checks**

**Stakeholder pension contribution**

**Gym discounts**

**Cycle to work scheme**

**Save As You Earn scheme**

**Purchase additional holiday**

**Charity & Sustainable work**

At Close Brothers, we are dedicated to helping the charities that matter most to our employees. Our donations continue to increase year on year thanks to our fundraising efforts and matched giving schemes to our employees’ favourite charities. We continue to seek out new ways to give as a group and to help employees who give their valuable time and money to causes close to them.

To find out more detail please follow the link

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