Complaints Administrator
3 months ago
**Purpose**
Reporting to the Operations Director and will be responsible for the administration of the day-today operation of the Complaints Function for the Complaints and Compliance Team. Working in accordance with procedures, standards & guidelines set for all Branches and Appointed Representative network.
**Key Responsibilities**
- Adhere to all company policies and procedures.
- Continuously identify areas for improvement and provide potential solutions to the company and reduce costs.
- Assist the company's complaints function ensuring all complaints received by the company are handled and recorded in accordance with regulation and company best practice.
- Ensure all formal complaints are captured fully and recorded on the company's complaints log.
- Log DPA Breaches on the log as appropriate.
- Issue the four-week update letters in a timely manner.
- Collate breach and verbal complaints logs on a monthly basis, submitted from the Branches.
- Request Redress Cheques/Payments for the Compliance and Complaints Teams.
- Compile FOS Files on a daily basis.
- Work in line with timelines for complaints.
- Distribute logs to Insurers and Platinum Compliance and provide appropriate logs to WICE/Platinum/WICE.
- Logging gift and Hospitality and any Conflicts of interest.
**Skills and Competencies**
- Work to deadlines.
- Work easily as part of a team.
- Good timekeeping and presentation of self and work.
- Ability to work on own initiative but when to refer to senior staff.
- Ability to work under pressure
- Good personal organisation skills.
- Honesty, integrity, reputation, competence/capability & financial soundness as required under the Financial Conduct Authority (FCA), Guernsey Financial Services Commission (GFSC) and Jersey Financial Services Commission (JFSC).
**Qualifications**
- Educated to GCSE level
**Job Types**: Full-time, Permanent
Schedule:
- Day shift
- Monday to Friday
Ability to commute/relocate:
- Romford, Greater London: reliably commute or plan to relocate before starting work (required)
**Education**:
- GCSE or equivalent (preferred)
**Experience**:
- Customer service: 1 year (preferred)
- Administrative experience: 3 years (required)
Licence/Certification:
- Driving Licence (preferred)
Work Location: In person
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