Complaint Handler

5 months ago


Bristol, United Kingdom Capita Full time

Capita are looking for an experienced Complaint Handler to work on one of our key Life & Pensions clients, on a permanent, full-time basis, working remotely in the UK.

If you are a Complaint Handler who is looking for a new opportunity to progress your career, then this is the next step for you. You will be joining an excellent team that focus on providing a friendly and personal service. You will triage, investigate, and resolve a range of complaints providing fair outcomes for our customers. You will provide an excellent customer experience, while dealing with customers in a helpful, proactive, and professional manner.

Hours: Full time, 37.5 hours per week. Exact working schedule is flexible and can be discussed further at interview stage.

Location: Home based (UK only), though office working could be available if desired, dependent on location.

**Job title**:
Complaint Handler

**What you’ll be doing**:

- Investigate the causes of customer dissatisfaction and resolve service complaints in line with procedures and regulatory requirements.
- Identify and escalate root cause trends and issues that arise.
- Liaise with ombudsman services as appropriate.
- Share knowledge and expertise with other team members, contributing to a positive and supporting team culture.
- Identify opportunities to build positive customer relationships and provide excellent customer service.

**What we’re looking for**:

- Experience of working in an escalated Complaints role within an FCA regulated financial services organisation is essential.
- Be able to product bespoke response letters from scratch.
- Strong verbal and written communication skills.
- Ability to manage varying workloads and priorities.
- Strong organisational and time management skills.
- Excellent problem-solving skills.

**What’s in it for you?**
- Salary of up to £25,000 depending on experience.
- 23 days’ holiday **(rising to 27) **with the opportunity to buy extra leave
- Company matched pension, life assurance, a cycle2work scheme, 15 weeks’ fully paid maternity, adoption and shared parental leave, paternity pay of two weeks and plenty more
- The opportunity to take a paid day out of the office, volunteering for our charity partners or a cause of your choice
- Voluntary benefits designed to suit your lifestyle - from discounts on retail and socialising, to health & wellbeing, travel and technology
- Access to our Employee Network Groups, which represent every strand of diversity and allow colleagues to connect and learn from each other on an open, inclusive platform

You’ll be joining a large network of experienced, innovative and dedicated individuals across multiple disciplines and sectors. There are countless opportunities to learn new skills and develop in your career, and we’ll provide the support you need to do just that. Our purpose is to create a better outcome for you.

**About Capita Regulated Services**
- At Regulated Services, we’re transforming the world of life and pensions, and mortgage services. We’re delivering responsible and sustainable services, helping our clients to respond to changing market factors and adapt to the needs of their customers both now and in the future. Our teams work with clients across the UK and Worldwide, offering a range of services from end-to-end administration, digital technology and business support to lending, account and arrears management. Join us and discover better as you shape the future of regulated services. _

**What’s Next?**

**Equal Opportunities**

**Location**:
Bristol
,

United Kingdom

**Time Type**:
Full time

**Contract Type**:
Permanent


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