Senior Complaints Handler

3 months ago


Cardiff, United Kingdom Yolk Recruitment Full time

**Senior Complaints Handler**

A Senior Complaints Handler position has just opened up within an growing award winning fintech company based in South Wales. This exciting fintech company are on a mission to empower and help individuals secure their future by sorting their financials and offering solutions to help with this. You will be joining a very inclusive team who are eager to develop and inspire individuals to build a wealthy future.

**This is what you'll be doing**

As a Senior Complaints handler you will be an integral part of the team whilst doing the following:

- Execute formal complaint management procedures across the organisation and its array of products, ensuring the implementation of suitable resolution strategies leading to timely and satisfactory outcomes.
- Conduct thorough investigations into complaints, collating relevant information and engaging with pertinent internal stakeholders and external associates.
- Undertake root cause analyses and devise improvement plans aimed at achieving robust customer satisfaction and risk mitigation.
- Serve as a customer advocate within the organisation, collaborating with various departments to rectify systemic issues, ensuring customer concerns are duly addressed, and overall customer experience is enhanced.
- Ensure compliance with regulatory mandates, internal policies, and customer service benchmarks relating to complaint management.

**What you'll bring to the team**
- Demonstrated experience of at least 2 years in a complaint handling capacity.
- Profound understanding of complaint management best practices, regulatory frameworks, and industry norms.

**What you will get in return**
- Enjoy 24 days of annual leave, alongside bank holidays (with the opportunity to accrue an additional day per year, up to 28 days).
- Flexibility in working hours, aligned with business requirements.
- Access to a complimentary office gym.
- Nearby free parking.

**Benefits**:

- Annual bonus ranging between 0-20% of your annual salary, contingent upon both company performance and individual contribution.
- Comprehensive private medical insurance.
- Death in service cover equivalent to three times your annual salary.
- Income protection insurance.
- Option to buy or sell up to 5 days of holiday per year.


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