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Complaints Investigator

5 months ago

Carlisle, United Kingdom The Cumberland Full time

Our Complaints team is growing and is looking for organised people with excellent verbal and written communication skills to join them.

**About the role**:
Our new Complaints Investigators will investigate, research and prepare detailed responses to customer complaints which have been referred to the team, exceeding expectations of FCA guidelines. Other responsibilities include:

- Liaising with and preparing correspondence for the Financial Ombudsman Service
- Liaising and supporting colleagues from separate functions to effectively investigate complaints and resolve at first point of contact wherever possible
- Understanding and being aware of the risk and control environment in your area of the business and adhere to processes and procedures in order to minimise risk
- Evaluating, processing and arranging redress payments to customer where appropriate

**About you**:
While previous knowledge of financial services and complaints handing are an advantage, more important is:

- The ability to work to and achieve tight deadlines with excellent attention to detail
- Ability to work effectively as a member of a team
- Excellent customer service skills internal/external
- A passion for delivering strong customer outcomes
- The ability to communicate effectively with customers and colleagues at all levels - build and sustain relationships with the business and stakeholders
- The ability to communicate and negotiate at high levels

**Interested?