Complaint Handler

2 weeks ago

Kent, United Kingdom Cabot Financial Full time

At Cabot we recognise that it’s the people that make the difference to any organisation. So, are you ready for a new challenge? As we are on the lookout for an Experienced Complaint Handler to join our Customer Care department in our dynamic Kent office.

**Not heard of us? Here’s our story**:
Cabot Credit Management (CCM) is a market leader in credit management services including debt purchasing, contingency collections, business process outsourcing and litigation. We are an award winning, Investors in People Gold accredited organisation and we are passionate about the ethical treatment of our customers and employees.

**The Fun Facts**:
We are offering competitive salary from **£23,700 - £27,700 **depending on experience plus a quarterly performance related bonus.

You will be entitled to loads of great benefits, such as:

- Healthcare cash back plan
- Travel insurance
- Pension match up to 5%
- 22 days holiday plus bank holidays
- Social events such as BBQs, Christmas parties and 2 paid community days
- Flexibly hybrid working
**Things you should know**:
This is a **permanent, full time position** and we invest a lot in our new starters. We are looking for people that are truly interested in starting a **long-term career** with us and joining our other Complaint Handlers who describe the role as “rewarding”, “interesting” and “diverse”

**When you join, you will complete your training in our Covid safe office** and then there is the possible potential to be part home based once you are competent in your role. You will work on a 40 hour per week rotating shift pattern, that consists of rotating working patterns 8:00-4:00 and 9:00-5:00 Monday to Friday, plus one day 9:00-7:30 each week.

The role of the Complaint Handler involves investigating and resolving customer and 3rd party complaints and disputes, providing a superior customer experience and fair outcome.

**We are looking for a customer focused individual with previous complaint or dispute handing and investigation experience, ideally within a regulated, financial services environment.**

You will have excellent written and verbal communication skills, ideally with experience of writing letters. You will be able to work to tight deadlines whilst maintaining a high level of accuracy, and thrive in a busy, fast paced environment.

**Key responsibilities**
- Ensure customers are treated in a fair and consistent manner.
- Manage the process relating to customer complaints and/or disputes.
- Take ownership of individual cases from receipt to conclusion.
- Handle cases to the highest standard of customer care and resolve them satisfactorily and in accordance with The Financial Conduct Authority and Treating Customers Fairly principles.
- Ensure all complaints are handled within FCA guidelines and timescales.
- Ensure that responses are clear, and demonstrate that a thorough investigation has been undertaken.
- Ensure KPI’s and Quality Audit results are consistently achieving expectations.
**What happens next?**

If this sounds like you and if you would like to join our rapidly expanding company that offers excellent career progression, then we would love to hear from you We are looking for people to interview now and join us ASAP

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

**Salary**: £23,700.00-£27,700.00 per year

Additional pay:

- Quarterly bonus

**Benefits**:

- Company pension
- Cycle to work scheme
- Store discounts
Schedule:

- Monday to Friday

**Education**:

- GCSE or equivalent (preferred)
**Experience**:

- Complaint handling: 1 year (preferred)
- customer service: 1 year (preferred)
Work remotely:

- No

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