Complaints Handler

Our client is a fantastic organisation within the Financial space. They are currently looking for a Complaints Handler to assist the clients’ customers who have raised a complaint or issue, you will be more than just a friendly voice to answer their questions;you will be an attentive listener and problem solver too to get to the bottom of their complaint. This role is so rewarding as you are able to assist a customer with a simple complaint or be required to handle a more complex situation, whilst protecting theirinformation through our GDPR and data protection guidelines. This is a varied and interactive role where no two days are the same. Monday to Friday 09:00-17:00

You will be joining a supportive team of advisors and are guided, trained, and developed by a dedicated team leader.

**What the Complaints Handler will be doing**:

- Ensure exceptional customer service is provided to complainants
- Adhere to company complaints policies & procedures
- Acknowledging, drafting, and sending out complaints promptly written and verbally
- Responding to all complaints within set time limits, systematically and fairly
- Resolving customers’ queries within agreed authority
- Investigating the cause of individual complaints
- Gathering information from relevant departments
- Ensure complaints are managed in line with TCF and FCA regulation considerations ensuring complaints are managed fairly, accurately, and clearly
- Make suggestions to improve processes and documentation to reduce complaint

**What the Complaints Handler may look like**:

- A team player, whilst also being able to work autonomously
- Strong interpersonal skills and an excellent telephone manner
- Ability to work well under pressure and to tight deadlines
- Highly organised and possess strong planning skills
- GCSE or equivalent in Maths and English at grades A-C