Complaints Handler

**Complaints Handler - Financial Services, Liverpool.**

As a Complaints Handler in the financial services sector, your primary responsibility is to investigate, analyse, and resolve customer complaints in adherence to industry regulations and organizational policies. You will play a crucial role in maintaining customer satisfaction and ensuring compliance with relevant legal and regulatory frameworks.

**Key Responsibilities**:
**Complaint Resolution**:

- Investigate and assess customer complaints in a timely and efficient manner.
- Analyze the nature of complaints and determine the appropriate course of action for resolution.
- Communicate with customers to gather necessary information and provide updates on the status of their complaints.

**Regulatory Compliance**:

- Stay up-to-date with financial regulations and industry standards to ensure compliance.
- Ensure that all complaint-handling processes adhere to relevant legal and regulatory requirements.

**Documentation and Reporting**:

- Maintain accurate and detailed records of each complaint, including relevant correspondence and resolutions.
- Generate reports on complaint trends, providing insights to management for process improvement.

**Communication**:

- Liaise with other departments, including customer service, legal, and compliance, to gather information and coordinate complaint resolutions.
- Communicate effectively with customers, providing clear and concise information regarding the status and outcome of their complaints.

**Customer Relations**:

- Work to resolve complaints in a manner that enhances customer satisfaction and retains customer loyalty.
- Provide recommendations for process improvements based on recurring themes in customer complaints.
- Collaborate with the team to identify areas for improvement in complaint-handling processes.
- Bachelor's degree in finance, business, or a related field - **preferred but not essential**.
- **Previous experience in a complaints handling role **within the financial services (ideally) industry - **2 years min**:

- In-depth knowledge of financial regulations and compliance requirements.
- Strong analytical and problem-solving skills.
- Excellent communication and interpersonal skills.
- Ability to work independently and as part of a team.
- Attention to detail and a commitment to delivering high-quality outcomes.

**What's on offer?**

A competitive basic salary of **£22,000 - £26,000 (depending on experience) **is on offer plus a comprehensive package including private medical insurance, pension and further benefits.

**Salary**: £20,000.00-£27,000.00 per year

**Benefits**:

- Additional leave
- Casual dress
- Childcare
- Company events
- Company pension
- Cycle to work scheme
- Gym membership
- Life insurance
- Private medical insurance
- Referral programme
- Sick pay
- Work from home

Schedule:

- Monday to Friday
- No weekends

Supplemental pay types:

- Performance bonus

Application question(s):

- Have you experience of handling/managing customer complaints within financial services?

**Experience**:

- Complaint handling: 2 years (required)

Ability to Commute:

- Liverpool City Centre, Merseyside (required)

Work Location: In person