Complaint Handler

Reports to: Complaints Team Leader

Location: Southampton Central

Hours: Full-time (37.5 hours per week)

Benefits: Competitive Salary, Pension Scheme, Discretionary Bonus (based on individual and company performance), Life Cover (4x basic salary), 22 days holiday (increases with each year of service up to limit of 25 days), Perkbox, Dental Scheme, Volunteering days, Cycle to Work Scheme etc.

The Company: Bamboo is an award-winning fintech - new in design and spirit but at the same time a mature consumer finance business. We have over £500 million of lending under our belt since we first started back in 2014. We hunkered down at the start of the Covid pandemic to ensure we did the right thing by our customers and protected the business - we are back growing fast again and have big ambitions.

We are passionate about customer service and proud and humbled that we have an 'Excellent' Trustpilot score of 4.9, which is rare in the financial services industry. We have won many industry awards, such as the ‘’Consumer Credit Awards’’ award for ‘Best Personal Loan Provider’ in 2017, 2018,2019 and 2021 and the Lending Awards’ ‘Customer Service Excellence - Alternative Lending’ award in 2019. We have just won the ‘’Treating Customers Fairly Champion’’ award in the Consumer Credit Awards this year. We are very proud of this recognition and feel that it shows our commitment to offering superb service.

We know we must continue to work hard to provide a great service to our customers and earn their trust and loyalty and keep at the cutting edge of innovation in our sector. There are nearly 100 of us at Bamboo, primarily based in London (near Waterloo) and Southampton (also on top of the central station) and at home

The Bamboo culture is the heart of our business, we actively promote and encourage a family and team ethos amongst all of our colleagues and peers, no matter what your role is within the company. We often arrange social events such as summer barbeques, quiz nights, team building events and Christmas parties, so that everyone in the business can get to know their colleagues.

Our aim is to invite the best people to be a part of our growing team, to fit in with our friendly and relaxed culture and to provide you with everything you need to grow with us as we explore and expand into new adventures.

We are always expanding our fintech to ensure we provide our team with the best possible tools to do their jobs. We are always looking for ways to improve, from creating a flexible CRM system to manage our accounts specifically created for our needs and procedures, to using the best integrated telephony system to efficiently contact our customers.

Key Duties and Responsibilities: The Complaint Handler will process complaint cases effectively in accordance with internal complaint policies and procedures and in conjunction with Financial Conduct Authority (FCA) Dispute Resolution (DISP) rules, always understanding, embracing and following at all times the Company’s commitment to excellent customer outcomes.
- Process admin tasks in a timely and efficient manner;
- Preparing and recommending final response letters for authorisation;
- Assist other members of the complaints team as and when required;
- Ensure service standards for complaint cases are maintained at all times;
- Maintain up to date knowledge of legislative and regulatory requirements: FCA/Financial Ombudsman’s Service (FOS), etc.;
- Escalate to the Compliance Executive, any Regulatory Risk breaches/Lapse in Control;
- Answer and deal with incoming calls or redirect as necessary;
- Take personal responsibility for delegated work areas.

Skills and Experience Needed:
**Credentials**:
Essential
- Experience within a Customer Services or Administration role;
- Ability to work to deadlines.

Desirable
- Previous experience in the finance sector;
- Analysing MI and identify trends;
- Policy and report writing;
- An understanding of The Consumer Duty and how this is applied;
- Knowledge of FCA DISP rules;
- Experience of complaint resolution.

**Knowledge & skills**:

- To accurately record information as per current workflows;
- Excellent administration skills and record keeping with accuracy and attention to detail (regulatory environment);
- Excellent letter writing skills (including spelling, punctuation and grammar);
- Excellent numeracy skills;
- Excellent communication skills, both written and verbal;
- Excellent time management skills;
- Customer focused with excellent customer service skills - Consumer Duty being at the heart of everything that we do
- Able to recognise trends and evaluate MI;
- Good computer skills.

**Personal attributes**:

- To actively promote a positive and friendly environment within the Complaints Department;
- Demonstrate an ongoing ‘can do’ attitude;
- Proactive approach to work;
- Adept as conflict management and excellent influencing skills;
- Lateral and logical thinker with ability to