Complaint Handler

**An excellent new Complaints opportunity has arisen within a long established specialist Lender.**

**The role is offered on a hybrid basis.**

**Essential Skills**
- Solid understanding of the Dispute Resolution rules (DISP)
- Solid understanding of Treating Customers Fairly
- Ability to communicate with a wide range of people, both internally and externally
- Ability to work independently or as part of a team
- Ethical and focused on treating customers fairly
- Ability to prioritise workloads and meet deadlines
- Good knowledge of Microsoft Office including Excel and Word
- A flexible and "commonsense" approach with an ability to build and successfully maintain relationships across the organisation, together with a "cando" attitude to overcoming potential challenges
- Excellent organisational skills
- Good degree of accuracy with high attention to detail
- Tact and diplomacy
- Ability and willingness to see tasks through to completion
- Excellent written and verbal communication skills

**Key Accountabilities**

**Complaint Handler**
- Handling written and escalated telephone complaints, and DSAR requests in accordance with company policy and regulatory guidelines
- Aiding the production and/or analysis of MI for the monthly complaints report to the Board
- Maintaining appropriate records relating to all complaint activity
- Helping to develop and embed the TCF culture across the Servicing function
- Ensure Customer Resolution Team meets and maintains complaint and DSAR request timelines

The role is offered on a permanent basis and offers a comprehensive package including hybrid working. 1 day in the officer per week