Complaints Handler
2 months ago
Job title : Complaints Handler
Salary - £12.65 per hour
Location - Cardiff
Monday - Friday - Hybrid working
Our client is looking for a Complaints Handler to report to the Team Manager in the day-to-day management and resolution of our clients complaints regarding both our loan and cards products. You will have a good knowledge of our historical underwriting practices and be aware of all our company policies and procedures.
You should have first class communication skills, both verbal and written, and be able to work within the regulatory timescales. In addition to this, you should have a good working knowledge of the Microsoft Office suite.
**Responsibilities**:
- Acknowledge receipt of, set and manage customer expectations for all Loan and Credit Card complaints whilst remaining focused on quality at all times.
- A calm manner and sensible approach is required, as you may have to diffuse difficult situations with an ability to show empathy for a customer.
- You should be proactive, able to work on your own initiative, juggle competing demands and problem solve seeking first time resolution whilst effectively managing own workload.
- Write comprehensive response letters including any holding response where required, demonstrating empathy whilst seeking resolution.
- Record all complaints onto a database that can be analysed to provide trend information.
- Analyse complaints data, understand root cause and to provide suggestions regarding service improvement.
- Ability to constructively feedback development points to other business functions to drive customer satisfaction and resolution whilst adhering to regulatory and company guidelines.
- Respond to FOS queries on complaint cases.
- Undertake any other reasonable tasks as requested by the management.
**Requirements**:
- Previous experience of dealing with complaints in a busy, customer focused financial services environment would be desirable
- A good understanding of underwriting experience is desirable.
- Customer advocate with the ability to provide consistent resolutions.
- Proven ability to analyse data, recommending and implementing changes to enhance the customer experience.
- Demonstrates ownership and accountability for issues with a high attention to detail.
- An excellent work ethic with a real passion to drive improvement and a proven ability to enhance customer satisfaction levels.
- Strong communication, relationship building and stakeholder management skills.
- Self-motivated, able to operate independently.
Acorn by Synergie acts as an employment business for the supply of temporary workers.
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