Complaints Handler

A financial services company based in Essex are currently recruiting for an experienced Complaints Handler to join their specialist service team.
**Working Pattern**: Hybrid working, 1 day in office. Monday to Friday 37.5 hours. 1 in 4 Saturdays required, which will be home working from 8am to 12 noon
**Main Purpose of role**: To resolve written & verbal customer complaints promptly and respond to them in good time, resolving wider customer issues.
**Skills & Experience Required**:

- Strong understanding of dispute resolution
- Strong understanding of treating customers with understanding & empathy
- Ability to communicate with varied range of people internally & externally
- Excellent organisational skills
- Strong knowledge of Microsoft office including Excel & Word
- Previous experience in financial services will be essential for this role

**Key Duties**:

- Handling written and escalated telephone complaints
- Maintaining appropriate records relating to all complaints activity
- Acting with integrity, care and diligence, strong understanding of customer queries and to always treat them fairly
- Always ensuring that customer resolutions are met in set time frame
- Adherence to regulatory requirements and the company’s internals policies and procedures
- To identify and log key customer queries & complaints
- Maintain & develop relationships with both internal & external servicing teams
- To be clear in all dealings with customer & third parties