Complaint Handler
4 days ago
**Complaint Handler**
**Cardiff**
**Salary - £22,000 - £27,000 per annum DOE**
**Permanent / Full Time**
**PEM101**
**Company benefits**
- Competitive Salary
- Hybrid working
- 30 days holiday + bank holidays
- Single Private Medical
- Life Assurance
- Group Income Protection
- General Bonus/Business Incentive
**Desirable skills**
- Must have complaints experience either from Financial Services or the Energy Sector. Vehicle quality complaints would be a bonus
- Stay impartial but also have empathy
- Need good writing skills, need to be able to construct a letter
- End to end complaints experience
**Responsibilities**:
- Bring “satisfactory quality” customer complaints to a swift, efficient and cost-effective conclusion following company policies and procedures.
- Analyse complaints and negotiate the best outcome in every situation considering the available information.
- Maintain the Company’s Complaints Register and complaints file records in compliance with Company policy & procedures.
- Be cognitive of any relevant underlying trends (e.g. dealers with high numbers of SQ Complaints relative to their book size) and escalate any concerns to a Team Leader or Manager.
- Assist in the collation of management information as requested and in an accurate and timely manner.
- Maintain a comprehensive and up to date knowledge and understanding of our client’s products and services, providing accurate information and proactively promoting them where appropriate
- Maintain an up-to-date knowledge of regulatory and legislative information related to our client’s products and services (e.g. ICOB, FCA Rules, Money Laundering, Data Protection, etc.) as advised by Line Management. Ensure all Money Laundering issues are reported appropriately.
- Maintain good knowledge and understanding of all relevant policies and procedures relevant to the role, being compliant with these policies and procedures at all times.
- Treat customers fairly and aim to deliver fair customer outcomes in all of our day-to-day processes.
- Work as part of a team - supporting, motivating and assisting colleagues in the operation of the department and throughout the business.
- Recognise and recommend improvements to Company procedures to ensure the efficiency and effectiveness of the business.
- Ensure that all system based records are maintained in an accurate and timely manner (and ensure that data integrity is maintained at all times) as prescribed by regulatory, legislative and company procedures.
- Continue to develop self and role by studying relevant training materials and product information and continually develop and improve product knowledge.
- Provide management information as requested. Have a sound understanding of all systems used to enhance the business activities, ensuring these are maintained in an accurate and timely manner.
- Ensure that prompt and regular communication and support is maintained between all internal and external parties to ensure seamless and consistent service levels are maintained at all times, reporting exceptional matters to line management.
- Undertake any other reasonable tasks as requested by line management.
INDPERM1
**Job Types**: Full-time, Permanent
**Salary**: £22,000.00-£27,000.00 per year
Schedule:
- Monday to Friday
**Education**:
- A-Level or equivalent (preferred)
**Experience**:
- customer service: 1 year (preferred)
Reference ID: PEM101
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