Complaints Officer

2 weeks ago

London, United Kingdom Zopa Limited Full time

**Our Story**

**Hello there. We’re Zopa.**
- We began our journey in 2005 with the drive to deliver customer-first financial products. Fast forward to 2020, we shifted gears and became a digital bank, leveraging our customer knowledge, money expertise and technical agility to forge ahead. Our diverse team is united by a mission to create simple, fair and honest financial products that have the customers’ needs at their heart.

We’re regularly recognised at industry awards for our game-changing products and are proud to be one of the market leaders in consumer lending in the UK. But our work doesn’t stop there.

After securing £220 million in our 2021 funding round led by SoftBank, we’ve entered the next stage in our journey. So far, we’ve lent out over £8 billion and made money work better for over half a million people across the UK who were looking to borrow or save with us. In less than 2 years after becoming a bank, we hit £2 billion in customer deposits and we’re also a top 5 credit card issuer in the UK. And this is just the beginning.
- We’re set on achieving big things with ambitious growth targets to match. This means there's a range of opportunities for you to excel and develop through a career at Zopa, while building better banking products that truly matter to our customers.

If you embrace unconventional challenges, are unafraid to think differently and are driven to make an outsized impact, you’ll thrive here at Zopa. For a closer look at our culture, check out our latest video here. And if you want to join us, have a look at our current open roles

We have an exciting new role for a Complaints Officer.
- The key purpose of this role is to support the Complaints Team in ensuring that all customer complaints are handled in accordance with our internal Complaints Handling Policy and Procedures.
- You will be dedicated to providing complainants with fair outcomes whilst providing an exceptional level of customer service.

**A day in the life**:

- Investigate, record, respond to and seek to effectively resolve customer complaints verbally and in writing
- Ensure complaints are managed in line with TCF principles and DISP requirements outlined by the Financial Conduct Authority.
- Provide exceptional customer service to all complainants ensuring complaints are managed fairly, accurately and clearly.
- Utilise key communication and progression skills in order to resolve complaints efficiently while maintaining excellent quality.
- Liaise with internal departments to gather information to ensure the thorough resolution of complaints as well as providing key feedback on complaint causes to the business
- Make suggestions to improve processes and documentation to reduce complaints

**About you**:

- You’ll have strong written and verbal communication skills
- You’ll have previous complaints handling experience within a financial services environment
- You’ve got previous experience of handling complaints about Credit Cards, Personal Loans and Current Accounts.
- You have excellent listening skills and able to probe and get to the heart of a problem.
- You’ve got the ability to remain calm under pressure
- You’ve got experience in progressing a caseload efficiently while using smart techniques to resolve complaints in a timely manner
- You’re able to grasp new systems

LI-LH1

**Flexible working? Yes please**

Whether you want to come into our open-plan, riverside London Bridge office or work from the comfort of your own home (or both), you’ll be able to decide on an approach with your manager, looking at what works best for you, your role and your team.

Not only that - you'll also have the option of working from abroad for up to 120 days a year* But no matter where you are, we’ll make sure you’ve got everything you need to thrive, both in your work and home life, from day one.
- Subject to having the right to work in the country of choice

**To thrive here, you’ll need to**:
**Champion our customers**. Whatever your role, you’ll be close to our customers. We care passionately about doing the best for them.

**Help us make fearless choices. **Our environment is fast-paced, agile and open. You’ll solve interesting and challenging problems, and be trusted and empowered to bring your ideas to life.

**Walk the talk. **Like us, you’ll be honest, stick to your promises and face the tough moments head-on.

***

**Win smarter. **You’ll be always on the lookout for a better way of doing things, going beyond ‘good enough’ and welcoming different points of view.

**Be in it together. **You’ll join an ambitious, diverse and all-round approachable team with a mix of ideas and talents who inspire each other to be better every day.
- Zopa is proud to offer a workplace free from discrimination. Diversity of experience, perspectives, and backgrounds leads to great products and unique company culture. We simply can’t expect to empower our customers to bette

  • Complaints Officer

    2 months ago

    London, United Kingdom Venn Group Full time

    **New Opportunity - Complaints Officer** Venn Group is working with an NHS organisation to recruit for a Complaints Officer. The successful post holder will be responsible for ensuring the delivery of a quality complaints and concerns service for the Trust. **Duties**: - Call handling complaints as the first point of contact for the department - Ensure...

  • Complaints Officer

    2 months ago

    London, United Kingdom MMP Consultancy Full time

    MMP Consultancy are looking to recruit a Complaints Officer to join a Housing Provider based in London. **Duties**: - As Complaints Officer, deliver a fantastic experience to the customer who may have made a complaint by leading on complaints resolution from start to finish, communicating regularly with the customer throughout - Drive customer satisfaction...

  • Complaints Officer

    3 weeks ago

    London, United Kingdom Bridge of Hope Full time

    Complaints Officer required for our public sector client to work Hybrid £18.76 per hour PAYE 6 months - possible extension Hybrid Working This role supports the senior complaint officer in the effective investigation of stage two complaints for all non-statutory services; this includes carrying out some investigations and delivering training. Take...

  • Complaints Officer

    3 weeks ago

    London, United Kingdom Bridge of Hope Full time

    Complaints Officer required for our public sector client to work Hybrid £18.76 per hour PAYE 6 months - possible extension Hybrid Working This role supports the senior complaint officer in the effective investigation of stage two complaints for all non-statutory services; this includes carrying out some investigations and delivering training. Take...

  • Complaints Officer

    2 weeks ago

    London, United Kingdom Tulip Recruitment Full time

    Do you have previous experience within complaints? Do you have knowledge of repairs within housing services or similar? If so, ourclient is seeking a Complaints Officer to join their team on a temporary basis for approximately 3 months.This is a hybrid role working Monday to Friday, 3 days in their Lewisham office (Tuesday to Thursday) and the remaining days...

  • Complaints Officer

    2 weeks ago

    London, United Kingdom Venn Group Full time

    **Full Time Temporary ContractRequirement (2 months)** **Complaints Officer** Venn Group is currently working with a health organisation in London for a Complaints Officer to support the organisation. - Managing a caseload of complaints - Improving complaints handling - NHS experience - Complaints experience Job Title: Complaints Officer Duration: 2...

  • Complaints Officer

    2 weeks ago

    London, United Kingdom Adecco UK Full time

    **Complaints Officer**: The complaints officer will be required to investigate and respond to Stage 1 and Stage 2 Complaints, Leader Enquiries, Member Enquiries, FOIs, SARs and Ombudsman cases. Failure to provide this service will impact our services to residents, meeting statutory deadlines and escalation of complaints to Local Government...

  • Complaints Officer

    4 weeks ago

    London, United Kingdom Adecco Full time

    Complaints Officer required for our public sector client to work Hybrid £18.76 per hour PAYE 6 months - possible extension Hybrid Working This role supports the senior complaint officer in the effective investigation of stage two complaints for all non-statutory services; this includes carrying out some investigations and delivering training. Take...

  • Complaints Officer

    3 days ago

    London, Greater London, United Kingdom Bridge of Hope Full time

    Complaints Officer required for our public sector client to work Hybrid£18.76 per hour PAYE6 months - possible extensionHybrid WorkingThis role supports the senior complaint officer in the effective investigation of stage two complaints for all non-statutory services; this includes carrying out some investigations and delivering training.Take individual and...

  • Complaints Officer

    1 week ago

    London, United Kingdom Adecco Full time

    Complaints Officer required for our public sector client to work Hybrid £18.76 per hour PAYE 6 months - possible extension Hybrid Working This role supports the senior complaint officer in the effective investigation of stage two complaints for all non-statutory services; this includes carrying out some investigations and delivering training. Take...

  • Complaints Officer

    2 weeks ago

    London, United Kingdom Venn Group Full time

    **Temporary Requirement** **Complaints Officer** Venn Group is currently recruiting a Complaints Officer for an NHS organisation in London. - Understanding the complaints process - Working efficiently on the Datix system - Working knowledge of excel/spreadsheets - Experience in managing complaints, editing, and writing responses - Effectively engage with a...

  • Complaints Officer

    4 days ago

    London, Greater London, United Kingdom Adecco Full time

    Complaints Officer required for our public sector client to work Hybrid£18.76 per hour PAYE6 months - possible extensionHybrid WorkingThis role supports the senior complaint officer in the effective investigation of stage two complaints for all non-statutory services; this includes carrying out some investigations and delivering training.Take individual and...

  • Complaints Officer

    4 days ago

    London, Greater London, United Kingdom MMP Consultancy Full time

    MMP Consultancy are looking to recruit a Complaints Officer to join a Housing Provider based in London.Duties: As Complaints Officer, deliver a fantastic experience to the customer who may have made a complaint by leading on complaints resolution from start to finish, communicating regularly with the customer throughout Drive customer satisfaction with...

  • Complaints Officer

    2 months ago

    London, United Kingdom Brook Street Full time

    A fantastic opportunity to work for one of Brook Street's Public Sector clients as a **Complaints Officer** has become available. This is a **full-time, temporary role** until the end of **June 2023**, and you will be required to work in the **Waterloo** office 1 day per week. You will be joining a dynamic team of 17 individuals to provide an effective...

  • Complaints Officer

    4 weeks ago

    London, United Kingdom Richmond and Wandsworth Councils Full time

    The role We are looking for two experienced Complaints Officers to join our Complaints Team, responsible for handling Statutory, Corporate and Ombudsman complaints across Richmond and Wandsworth. This will be for a fixed month contract of 12 months. As a Complaints Officer, you will be responsible for managing a caseload of complex complaints from...

  • Complaints Officer

    7 days ago

    London, United Kingdom Step Ahead Full time

    **Job Title**: Complaints Officer **Start Date**: ASAP **Location**:Hybrid in Maidstone, Kent **Pay**:£14 - £16 Per hour DOE **End Date**: Rolling 3-month placement **Working Pattern**: 7.5 hours, 5 days a week (Flexible/WFH available with discussion) Are you ready to make a meaningful impact on healthcare? Join our Client's dynamic team as a...

  • Complaints Officer

    2 months ago

    London, United Kingdom Deekay Technical Recruitment Ltd Full time

    Principal Complaints Officer Islington 4 mths+ contract To manage and respond to Chief Executive Stage complaints, Local Government & Social Care Ombudsman and Housing Ombudsman cases, ensuring the target timescales are met and appropriate remedies and redress are identified and implemented. To provide one stop resolution to customer complaints, through...

  • Complaints Officer

    4 days ago

    London, Greater London, United Kingdom Page Personnel Sales Full time

    About Our Client Currently recruiting for a Complaints Officer who has previously worked in the Healthcare sector in a similar role. A leading Private Healthcare organisation Complaints Officer Part-time hours - 5 hours per day, 4 days per week, 20 hours per week Temporary role - duration TBC £15 per hour inclusive of holiday pay - submit weekly...

  • Complaints Officer

    2 months ago

    London, United Kingdom CCA Recruitment Full time

    **Complaints Officer - Sidcup/Stratford (12 Months FTC)** **Title**:Complaints Officer **Contract Type**:12-month FTC **Location**:Sidcup or Stratford - Hybrid working with 2/3 days being home based **Salary**:£26,198- £28,000 per annum DOE **Hours**:35 hours per week **Shifts**:Monday - Friday, shifts between 8am - 8pm (usually 8am - 4pm, 9am - 5pm,...

  • Complaints Officer

    2 months ago

    London, United Kingdom Akton Recruitment Full time

    Akton Recruitment officer has an opening for a Complaints Officer Predominately home based, may be one day a week at most in the office Overall Purpose of Job To be responsible for dealing effectively with the corporate complaints, Members enquiries and Ombudsman enquiries. To work as part of a team to deliver high quality responses to customers complaints...