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Senior Complaints Handler

4 months ago

Cirencester, United Kingdom CKB Recruitment Full time

Does working for a fantastic financial services employer in Gloucestershire, who provide professional study support, a number of benefits and an immaculate office to work from sound appealing? If you have complaint handling experience gained in a regulated environment, then it could be worth you setting aside 5 minutes of your time and reading on

We are delighted to be working with this rapidly expanding mutual society who are now looking to take someone on to join them as an Operational Support Senior, which sits in their Complaints team.

They have experienced some impressive growth recently and have a leadership team in place to make sure this continues and have big plans for the future, meaning there is some great opportunities at the moment for hard working and career minded people who want to join them on this journey.

They currently number 85 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 They have just moved to some fantastic brand-new offices too based in South Cerney. We have visited these several times and must say were very impressed with the building, which has been custom built for this business, and contains several lunches and chill out facilities, and has a really nice vibe going on

Due to the very low turnover of staff, this is a rarely available job opportunity for someone 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 that gives someone the chance to expand their skills within the financial services sector.

As the Senior of the Team that supports the Society’s Operations in Complaints Handling & Reporting; Quality Assurance; Escalation and management of incidents, 1st Line Compliance monitoring oversight: and Vulnerable Customers oversight. You will be responsible for providing oversight to ensure complaints are recorded accurately, investigated, and resolved within regulatory timescales as well as supporting the preparation and completion of the final response letter where required.

You will also be responsible for co-ordinating the gathering of evidence to respond to FOS queries, and the preparation and submission of responses to FOS in accordance with their timescales, highlight trends and identify opportunities for improvement, and ensure the root cause was investigated and recorded. You will also Chair monthly complaints meetings, handling the minute taking and distribution of minutes, undertake monthly call quality monitoring, document evidence and reporting from this task.

Finally, you will also be tasked with deputising for Team Leader in their absence too.

To be considered for this role you will need to have at least 2 years experience gained working in a financial services or insurance setting handling complaints and at the very least have gained this within a regulated environment. You will also need a good standard of education, with a minimum grade C in English and Maths.

Office hours are 8:45am to 5pm and the starting salary on offer is £25-36k, with a 10% annual bonus, and 33 days holiday (including bank holidays), hybrid working, 10% pension and an extensive range of other benefits

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

**Salary**: £25,000.00-£36,000.00 per year

**Benefits**:

- Company pension
- Employee discount
- Flexitime
- Life insurance
- Paid volunteer time
- Sick pay
- Work from home

Schedule:

- Flexitime
- Monday to Friday

Supplemental pay types:

- Yearly bonus

Work Location: Hybrid remote in Cirencester

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