Complaints Handler

**Part Time Complaints Handler - 3 days per week 9am - 5pm**
**Hybrid working - 1 / 2 days per week in the Alderley Edge office**
**£27, 000 - £30, 000 pro rata**

Our client is based in the Financial Services sector and are a market leader in their sector. This is new role due to company growth and they are seeking a results focussed Complaints Handler to join the team.

You will need to have proven experience of complaints handling within the Financial Services sector.

**Complaint Handler Job Role**

The overall purpose is to handle any complaint received by the business in line with our responsibilities under Consumer Duty, Treating Customers Fairly and the CCA. You will act as a SME for:

- GDPR/DPA
- Complaints under the Consumer Credit Act
- Complaints that have been received from the Financial Ombudsman Service

You will ensure fair outcomes for all complainants and ensure all matters are logged and escalated as required.

**JOB DUTIES**

Reporting to the Head of Compliance.
- Take ownership of complaints, investigate and resolve in accordance to FCA Principles and company values
- Drafting and maintaining data privacy policies
- Handling Subject Access Requests
- Handling CCA/FCA/FOS complaints
- Handling GDPR/DPA complaints
- Log all complaints that come to the business through multiple channels
- Ensure CRM and the complaints log remains up to date with all matters
- Liaise with retailers to obtain information regarding any complaint, storing this information in the relevant areas
- Liaise with customers to further understand a complaint and/or respond to the complaint
- Provide high levels of service by identifying and satisfying customer needs
- Produce Final Response letters
- Keep up to date with all relevant regulations (GDPR, DISP, Consumer Duty)
- Make decisions in line with TCF and previous FOS findings
- Support with root cause analysis through identifying complaint issues, errors and breaches

**Required**

Experience working with FOS and ICO investigators is preferred

You will have a minimum of 3 years of experience in a regulated environment

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

**Salary**: £27,000.00-£30,000.00 per year

**Benefits**:

- Casual dress
- Company events
- Company pension
- Free parking
- On-site parking
- Work from home

Schedule:

- Day shift

Work Location: In person