IVA Complaints Officer

**OVERVIEW**

Working under the Compliance and Training Manager, the Complaints Officer will be responsible for fully investigating and responding to any complaints received regarding the service provided, ensuring compliance with internal policies, The Insolvency Act, The Insolvency Rules and Statement of Insolvency Practices (SIPs).

**ROLE AND RESPONSIBLTIES**

The main duties of the Complaints Officer will be:

- Investigate complaints received by reviewing the facts of the case and discussing the complainants’ concerns - this may be from the client or a third party
- Draft formal letters of response
- Ensure that all complaints are managed and resolved In line with company policy, timescales and regulatory guidelines, ensuring clients are treated fairly
- Maintain the Complaints Register, including detailed records of complaints along with decisions and outcomes to Identify areas where services could be Improved
- Maintain and analyse Management Information to highlight areas of training and development needs and present to the Compliance and Training Manager to present at board level
- Liaise with the Insolvency Practitioners regarding any regulatory complaints as required
- Ad hoc duties and projects as required

**KNOWLEDGE AND SKILLS**
- Proven ability to manage expectations and deal effectively with complaints
- Genuine commitment to providing excellent service
- A good understanding of all aspects of IVAs
- Excellent organisation skills and able to prioritise and manage workload
- Excellent communication and interpersonal skills
- Attention to detail
- Ability to work in conjunction with other teams and provide support where necessary
- Problem solving and analytical skills

**ESSENTIAL CRITERIA**
- GCSE Maths and English (Grade A-C or equivalent)
- Good general IT skills and the ability to adapt to new systems
- Ability to multi-task and work to targets
- Strong communication skills - must be able to communicate effectively in writing and verbally

**DESIRABLE CRITERIA**
- Previous experience in working in personal insolvency
- CPI/CPPI/PIP

**Salary**: £32,000.00-£33,000.00 per year

**Benefits**:

- Additional leave
- Company events
- Company pension

Schedule:

- 8 hour shift
- Monday to Friday

Ability to commute/relocate:

- SALE: reliably commute or plan to relocate before starting work (required)

**Education**:

- A-Level or equivalent (preferred)

**Experience**:

- customer service: 1 year (preferred)

Work Location: One location

Reference ID: IMP156