Complaints Support Executive

3 months ago

StainesuponThames, United Kingdom Novuna Full time

Have you previously worked within the complaints area? Are you passionate about delivering excellent customer service? Looking to be part of a highly engaging environment?

If your answer is 'yes' to all of these, keep reading.

Want to know a little about us?

At Novuna Business Finance, we help companies realise their ambitions through flexible finance solutions. Our business customers are incredibly diverse, and our commitment to sustainability means we have a special interest in supporting companies that are building a better tomorrow.

We're proud to be a **Top 50 Inclusive employer. **We're a signatory of the **Women in Finance** and the **Race at Work Charter** and we're **Disability Confident Committed**.

What does the role involve?

Reporting to the Customer & Operational Excellence Manager, you will work as part of the Complaints Team to ensure that any concerns or complaints raised are investigated thoroughly and resolved to the highest of standards. This is a hybrid position, once you have completed your training onsite, there will be the requirement to work from our Staines office a minimum of 3 days a week.

**Some of your key duties will include**:

- Completing the root cause analysis of complaints and liaising back to the necessary teams to resolve any issues by sharing advice and feedback
- Generating management reports and carrying out monthly meetings with the SLT to discuss statistics and performance
- Managing communications and enquires from the Financial Regulation Authority
- Meeting the strict deadlines, ensuring that all SLAs are met and delivered to an exceptional standard
- Liaising with the regulated partners of the business to ensure that we meet the regulated guidelines to make the correct decisions

What are we looking for?

You come from a background of working within the complaints area and are passionate about delivering fair outcomes to your customers. You are an excellent listener with the ability to listen and show empathy so that you can support your customer's needs. You are a confident communicator and a team player who isn't afraid to think outside the box, demonstrating resilience and patience.

Also, we're looking for the following:

- Ability to make sound decisions
- Excellent attention to detail
- Ability to work in a highly collaborative environment
- Stakeholder management skills

What can we offer you?

At Novuna we take our people promise seriously. If you join us, you'll have a **chance to make a difference, opportunities to learn, and time to shine**.

In addition to a market-benchmarked salary and excellent bonus scheme, our offer to you includes:

- Flexible hybrid working
- 25 days' holiday, plus bank holidays and the option to buy/sell 5 days
- Full wellbeing package including BUPA, digital GP service, 24/7 employee assistance, plus wellbeing events throughout the year

What's the next step?

We're **Disability Confident Committed**, so if you're a person with a disability, if you're neurodivergent, or if you have a condition that you believe may affect your performance during our selection process, we'll be happy to make reasonable adjustments to our processes for you.

**#LI-Hybrid

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