Complaints Officer-iva

2 months ago


Altrincham, United Kingdom Imperium Financial Recruitment Full time

**ROLE AND RESPONSIBLITIES** The main duties of the Complaints Officer will be:

- Investigate complaints received by reviewing the facts of the case and discussing the complainants’ concerns - this may be from the client or a third party
- Draft formal letters of response
- Ensure that all complaints are managed and resolved In line with company policy, timescales and regulatory guidelines, ensuring clients are treated fairly
- Maintain the Complaints Register, including detailed records of complaints along with decisions and outcomes to Identify areas where services could be Improved
- Maintain and analyse Management Information to highlight areas of training and development needs and present to the Compliance and Training Manager to present at board level
- Liaise with the Insolvency Practitioners regarding any regulatory complaints as required
- Ad hoc duties and projects as required

**KNOWLEDGE AND SKILLS**:

- Proven ability to manage expectations and deal effectively with complaints
- Genuine commitment to providing excellent service
- A good understanding of all aspects of IVAs
- Excellent organisation skills and able to prioritise and manage workload
- Excellent communication and interpersonal skills
- Attention to detail
- Ability to work in conjunction with other teams and provide support where necessary
- Problem solving and analytical skills


  • Complaints Officer-iva

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