Complaints Officer

6 months ago

Basingstoke, United Kingdom Reassured Full time

**Basingstoke/Hybrid**

You will be responsible for helping us consistently deliver an exceptional service that puts the fair treatment of the customer at the heart of the business. As a Senior Complaints officer, you will assist the complaints Team leader to inspire, mentor, and lead the complaints handling team to provide a best-in-class complaint handling service. This role will be engaging with customers, colleagues, and management to ensure complaints are fully investigated and that we deliver fair customer outcomes in adherence with FCA regulations in a professional and timely manner.

**Responsibilities**
- Responsible for delivering good customer outcomes that are consistent with Consumer Duty
- To investigate and resolve customer complaints in accordance with internal procedures and timescales, regulatory guidelines and Treating Customers Fairly (TCF) principles.
- Manage personal delivery of decisions and recommendations to resolve customer's problems and diffuse potential risks to business reputation and customer satisfaction.
- Maintain central records of complaints and decisions/outcomes with a view to identifying opportunities to improve service to customers. This includes upkeep of the Complaints CRM.
- Abide by all regulatory and compliance requirements in carrying out the requirements of the role, informing stakeholders where relevant e.g. Financial Ombudsman Service (FOS).
- Thoroughly analyse Management Information (MI) to identify trends, issues etc, to highlight opportunities to improve our service and reduce complaints.
- Keep sufficient records to demonstrate due considerations to the TCF outcomes
- Liaise with all departments enabling complaints to be resolved.
- Send letters to complaint customers in accordance with regulatory timescales.
- Work in accordance with any KPIs as notified from time to time.
- Effectively manage workload and time.

**Relationships**
- Working and building relationships with the Compliance, Complaints & QA teams.
- Responsible for the supervision of the Remediation Team
- Assistance and support with growing and maintaining these relationships can be sought from the Complaints team leader and the Complaints and Remediation Manager

**Knowledge, Skills & Experience**
- Experience gained within a similar complaint handling role or regulatory role within the financial services arena
- Excellent written and oral communication skills
- Previous financial services sales experience within the direct sales environment.
- IT literate - especially with MS Word, Outlook and Excel
- A willingness to learn a working knowledge of the FCA handbook, in particular Insurance Conduct of Business (ICOBs), DISP, PRIN (in particular Treating Customers Fairly).

**Key Competencies**
- Customer focused.
- Attention to detail, accuracy and the ability to prioritise to tight deadlines
- Excellent communicator with a calm and patient outlook
- Accuracy in gathering and recording of all information with great attention to detail.
- Ability to analyse information and make clear decisions
- Ability to recommend actions to prevent future complaints
- Commercially aware
- Strong presentation skills
- Tact, discretion and respect for confidentiality
- A clear telephone manner and excellent letter writing ability
- The ability to communicate with all levels of staff & management - Proactive, not reactive, approach to work
- The ability to work in a team and lead from the front
- Prepared to go the extra mile to complete work
- Thrives on activity and enjoys working in a fast-paced environment. - Punctual, flexible and a positive 'can-do’ attitude.

**Qualifications**
- Educated to GCSE level or equivalent
- Previous complaint handling experience.

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

Pay: Up to £28,000.00 per year

**Benefits**:

- Company events
- Company pension
- Free parking
- Health & wellbeing programme
- Referral programme

Schedule:

- Monday to Friday
- No weekends

Work Location: In person

Reference ID: BASINGSTOKE-COMPOFF

  • Complaint Insight Officer

    6 months ago

    Basingstoke, United Kingdom Sovereign Housing Full time

    We have a fantastic opportunity to join our Customer Feedback team as a **Complaint Insight Officer** on a **Permanent Full Time Basis**. Based out of our head office in Basingstoke, you'll combine office and home working to ensure a positive work / life balance. It's an exciting time to join us as Sovereign have joined forces with Network Homes to form SNG...

  • Complaints Handler

    6 months ago

    Basingstoke, United Kingdom Castle Trust Bank Full time

    We have an exciting opportunity for a talented Complaints Handler to join us on the exciting and rewarding path we are taking here at Castle Trust Bank. Having become a fully authorised bank in 2020, we pride ourselves in being a fintech challenger bank, providing specialist property mortgages, retail finance lending and savings accounts to a variety of...

  • Complaints Team Leader

    3 weeks ago

    basingstoke, United Kingdom Sanderson Recruitment Full time

    Job Title: Complaints Team LeaderLocation: BasingstokeWorking Model: 37.5hrs Monday to Friday, In-Office 3 days a weekJob Type: PermanentBenefits: 25 days holidays + 8 bank holidaysDiscretionary annual bonusCompany pension schemeSanderson are supporting a leading financial services provider, as they seek a dedicated Complaints Team Manager to join their...

  • Complaints Team Leader

    1 month ago

    Basingstoke, United Kingdom Sanderson Recruitment Full time

    Job Title: Complaints Team Leader Location: Basingstoke Working Model: 37.5hrs Monday to Friday, In-Office 3 days a week Job Type: Permanent Benefits: 25 days holidays + 8 bank holidays Discretionary annual bonus Company pension scheme Sanderson are supporting a leading financial services provider, as they seek a dedicated Complaints Team Manager to...

  • Complaints Team Leader

    2 months ago

    Basingstoke, United Kingdom Sanderson Recruitment Full time

    Job Title: Complaints Team LeaderLocation: BasingstokeWorking Model: 37.5hrs Monday to Friday, In-Office 3 days a weekJob Type: PermanentBenefits: 25 days holidays + 8 bank holidaysDiscretionary annual bonusCompany pension schemeSanderson are supporting a leading financial services provider, as they seek a dedicated Complaints Team Manager to join their...

  • Complaints Team Leader

    4 weeks ago

    Basingstoke, Hampshire, United Kingdom Sanderson Recruitment Full time

    Job Title: Complaints Team Leader Location: Basingstoke Working Model: 37.5hrs Monday to Friday, In-Office 3 days a week Job Type: Permanent Benefits: 25 days holidays + 8 bank holidays Discretionary annual bonus Company pension scheme Sanderson are supporting a leading financial services provider, as they seek a dedicated Complaints Team Manager to...

  • Community Relations Officer

    6 months ago

    Basingstoke, United Kingdom Public Sector Resourcing Full time

    **Community Relations Officer** **Inside IR35** **Contract Term**:6 months **Contracting Authority**:Network Rail **Location**:Hybrid (2-3 days per week from the Basingstoke Offices - Remainder WFH/Remote - London may also be considered) **The Role**: To work as part of a team delivering a first class, professional customer service, using a range of...

  • Casework Officer

    5 months ago

    Basingstoke, United Kingdom Cabinet Office Full time

    **Details**: **Reference number**: - 326423**Salary**: - £27,750 - £29,000- A Civil Service Pension with an average employer contribution of 27%**Job grade**: - Executive Officer**Contract type**: - Permanent**Business area**: - CO - Government People Group (GPG) - Pay, Policy and Pensions - Pensions Casework**Type of role**: - Analytical - Human...

  • Casework Officer

    6 months ago

    Basingstoke, United Kingdom Cabinet Office Full time

    **Details**: **Reference number**: - 310375**Salary**: - £27,750 - £29,000**Job grade**: - Executive Officer**Contract type**: - Fixed Term**Length of employment**: - 18 months**Business area**: - CO - Government People Group (GPG) - Pay, Policy and Pensions - Pensions Casework**Type of role**: - Analytical - Human Resources - Investigation -...

  • Community Relations Officer

    5 months ago

    Basingstoke, United Kingdom Public Sector Resourcing Full time

    **Community Relations Officer** **Inside IR35** **Contract Term**:6 months **Contracting Authority**:Network Rail **Location**:Hybrid (2-3 days per week from the Basingstoke Offices - Remainder WFH/Remote - London may also be considered) **The Role**: To work as part of a team delivering a first class, professional customer service, using a range of...

  • Team Leader Back Office

    5 months ago

    Basingstoke, United Kingdom Diligenta Full time

    **Salary**: From £26330-£32913 **Who are Diligenta?**: Our vision is to be acknowledged as Best in-class Platform based Life and Pensions Administration Service provider. Customer service is at the heart of everything we do, and our aim is to transform our clients' operations. A business that has been described as 'home' by existing employees, we drive a...

  • Team Leader Back Office

    6 months ago

    Basingstoke, United Kingdom Diligenta Full time

    **Who are Diligenta?** Our vision is to be acknowledged as Best in-class Platform based Life and Pensions Administration Service provider. Customer service is at the heart of everything we do, and our aim is to transform our clients' operations. A business that has been described as ‘home’ by existing employees, we drive a culture that is founded on...

  • Contract Liaison Officer

    6 months ago

    Basingstoke, United Kingdom Novus Property Solutions Ltd Full time

    **Contract Liaison Officer** **Based**: Basingstoke office; Covering Hampshire and Berkshire locations. Typically working Monday to **Friday** 37.5 hours** Our **Contract Liaison Officers** sit at the core and heart of everything we do. Ensuring that our teams are working effectively and because of your great communication and relationship building skills...

  • Contract Liaison Officer

    6 months ago

    Basingstoke, United Kingdom Novus Property Solutions Full time

    **Based**: Basingstoke office; Covering Hampshire and Berkshire locations. Typically working Monday to **Friday** 37.5 hours** Our **Contract Liaison Officers** sit at the core and heart of everything we do. Ensuring that our teams are working effectively and because of your great communication and relationship building skills our customers are happy. Your...

  • Administrator & Client Support Officer

    6 months ago

    Basingstoke, United Kingdom Solutions 4 Health Limited Full time

    These referrals would need to be actioned promptly to ensure clients aren’t waiting to access support. Contacting referrals by phone to triage appropriately and book them into see/speak with an advisor. Responding to phone calls and answer phone messages as appropriate. Attention to detail when inputting and maintaining the services database systems QM10...

  • Administrator & Client Support Officer

    5 months ago

    Basingstoke, United Kingdom Solutions4Health Full time

    Solutions4Health are delighted to be offering the role of an **Administrator & Client Support Officer** at Basingstoke. This is a Full-time job with a salary of £23,000.00 to £23,500.00 depending on experience. All our team members undergo a rigorous training programme to ensure they are working to the highest standard and demonstrating evidence-based...

  • Administrator & Client Support Officer

    6 months ago

    Basingstoke, United Kingdom Solutions4Health Full time

    Solutions4Health are delighted to be offering the role of an **Administrator & Client Support Officer** at Basingstoke. This is a Full-time job with a salary of £24,960 per annum. All our team members undergo a rigorous training programme to ensure they are working to the highest standard and demonstrating evidence-based practice. Full training will be...

  • Weekend Team Leader

    4 weeks ago

    Basingstoke, Hampshire, United Kingdom Sanderson Recruitment Full time

    Job Title: Complaints Team Leader Location: Basingstoke Working Model: 37.5hrs Monday to Friday, In-Office 3 days a week Job Type: Permanent 25 days holidays + 8 bank holidays ~ Discretionary annual bonus ~ Company pension scheme Sanderson are supporting a leading financial services provider, as they seek a dedicated Complaints Team Manager to...

  • Uk Debt Purchase Administrator

    6 months ago

    Basingstoke, United Kingdom J C International Acquisitions LLC Full time

    _JCIA Debt Purchase Administrator _ An opportunity has arisen within our small UK Debt Purchase Department. We are seeking an enthusiastic, proactive, hardworking & professional individual to work within our small but very busy Department Experience is not necessary however you will need to be computer literate and have a good understanding of Excel, Word...

  • Service Charge and Leasehold Officer

    4 weeks ago

    Basingstoke, United Kingdom VIVID Housing Full time

    We’re VIVID! –We offer a vibrant, friendly, inclusive culture that supports, develops and attracts the best people!    We’re recruiting for a Service Charge and Leasehold Officer  to join our team in Basingstoke on a 1-year fixed term contract. This is a full time role working 37 hours a week, with a minimum of 20% of this to be...