Remediation Complaint Handlers

6 months ago

Bath, United Kingdom Novia Financial Full time

**Department: Customer Operations**

**Reports to: Team Leader**

**Main Location: Bath - Work your way: 3 days minimum in office, 5 days welcome. Training will be 5 days per week in the offices.**

**About us**

At Novia, we take pride in being a Multi-Award-Winning financial technology company, renowned for our 5-star service platform. Our shared purpose and core behaviours—Seek Opportunity, Nurture Each Other, and Simply Get Going—guide us on our journey.

With new ownership since 2021 and substantial investments of over £17m into the business, Novia is on an exciting growth trajectory. Join our team of around 300 dedicated employees and become part of a company that is making waves in the industry.

**About the role**

The Remediation Case Handlers will collectively act as a specialist remediation team and providing support to Novia’s remediation function.

You will facilitate good customer outcomes both on the telephone and in writing and by processing customer refunds and supporting customers with queries and giving updates where necessary.

**Key Responsibilities**:

- Dealing with remediation calculations; including requesting information from external parties
- Review and collation of the data; including, building full case files
- Reviewing complaints in relation to distressed investments
- Working within tight time constraints, at various stages, with sensitive information.
- To commit to and uphold Novia company values
- Identify and accurately report any customer complaints in accordance with the company policy, in order to initiate an investigation and reach a prompt resolution for both the company and the customer.
- Report to line managers any identified breaches in procedures from any areas of the business, so that corrective action can be implemented to remedy the breach.

**About you (what we’re looking for)**

**Essential**:

- Experience dealing with customer complaints within a financial services environment.
- Used to working under own initiative as well as following policy and process

**Desirable**:

- Experience working in an investment platform environment desired
- Experience working on a remediation project

**Rewards and Benefits**
- Competitive salary.
- Hybrid Working (split between home and office).
- Discretionary bonus each year.
- 34 days holiday per calendar year including bank holidays, with the option to purchase or sell up to 5 additional days per year.
- Wellbeing day to use at your discretion such as a birthday, moving house, pamper day.
- Supported and encouraged professional development.
- Private Medical scheme (single cover that can be increased to FULL Family).
- Income protection scheme.
- Life assurance scheme.
- Group contributory pension scheme.
- Interest free season ticket loans for travel costs.
- Novia Foundation Day in support of charitable activities.
- We encourage internal progression at Novia, with many of our employees going on to become Team Leaders, Managers, Subject Matter Experts and many more.
- We're proud of our company culture at Novia. From rewards and incentives, remote team socials to fun quizzes, our friendly and welcoming teams at Novia strive to make our office a great place to work.

**Job Types**: Full-time, Fixed term contract
Contract length: 12 months

**Salary**: £30,000.00-£35,000.00 per year

**Benefits**:

- Additional leave
- Company pension
- Cycle to work scheme
- Employee discount
- Enhanced maternity leave
- Enhanced paternity leave
- Private medical insurance

Schedule:

- Day shift
- Monday to Friday
- No weekends

Ability to commute/relocate:

- Bath: reliably commute or plan to relocate before starting work (required)

**Experience**:

- financial services complaint handling: 2 years (required)

Work authorisation:

- United Kingdom (required)

Work Location: In person

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