Senior Complaints Handler

5 months ago

Cirencester, United Kingdom CKB Recruitment Full time

A Senior Complaints Handler is now wanted to join a leading local mutual society in Cirencester (South Cerney), to Support the Team Leader with the Society’s Operations in Complaints Handling and Reporting.

This business has experienced some impressive growth recently and have a leadership team in place to make sure this continues and have big plans for the future. They currently number 84 people in the business as a whole, so you will know most people there once you have settled in and be able to put a name to the face, and you will be working in a fantastic purpose built office on the outskirts of Cirencester

Due to the very low turnover of staff, this is a rarely available career opportunity for someone career minded who wants to work for a business who offer first class training and development for all its staff as well as a stable and enjoyable working environment.

They are seeking an experienced and professional Senior Complaints Handler to join them to support the Team Leader with the society's complaints handling and reporting processes ensuring quality assurance is met. This includes vulnerable customer outcomes and reporting, escalation and management of risk as well as attending working group consumer duty meetings with minute taking.

Please note to be considered you MUST have previous experience of Complaints handling and Investigation with preference of this being in Financial Services/Insurance.

Main Responsibilities and Duties of the role Include
- Assisting with the management of complaints and ensure these are recorded accurately, investigated, and resolved within regulatory timescales, ensure all relevant documentation/letters are created and communicated within FOS deadlines.
- Provide support for accurate recording of risk events, including challenging where additional information is required and working with other departments to obtain evidence and approval for closure from risk.
- Undertake monthly call quality monitoring, document evidence and reporting from task.
- Support the Team Leader in maintaining and updating the Vulnerable Customer reporting database - helping to identify reasons, trends, and volumes of vulnerabilities.
- Support identifying continuous improvement identified from complaints and call monitoring.

This is a truly fabulous opportunity to join a great local employer in Gloucestershire, who offer a warm and friendly working environment, working with a great team

Office hours are 8:45am to 5pm with an hour for lunch, and the salary on offer is £26-30k, depending on experience, with them offering hybrid working. (You will need to be in the office at least 2 days a week)

Benefits on offer include a 10% non-contributory pension, being able to become a member of the society (with lots of perks), up to 10% annual bonus based on the society’s performance, Private health cover, 2 days paid volunteering leave, dress down Fridays, Death in service cover, and 25 days holiday (plus bank holidays) to start and on-site parking available.

If you wish to discuss this role in more detail, please contact LesleyBordon at CKB Recruitment - General Insurance & Financial Services Recruitment Specialists.

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

**Salary**: £26,000.00-£30,000.00 per year

**Benefits**:

- Company pension
- Free parking
- Life insurance
- On-site parking
- Sick pay
- Work from home

Schedule:

- Monday to Friday

Supplemental pay types:

- Yearly bonus

Work Location: Hybrid remote in Cirencester

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