Complaint Resolution Specialist

3 days ago

London, Greater London, United Kingdom Utility Warehouse Limited Full time

Job Summary:

We are seeking a highly motivated and proactive individual to join our Financial Services Operations team as a Complaint Resolution Specialist. This role will be responsible for handling complaints where a First Time Resolution has not been possible, ensuring the delivery of excellent customer service by achieving fair and reasonable outcomes for our customers through effective investigation.

Key Responsibilities:

  • Handling regulated customer complaints in accordance with our internal Complaints Handling Policy and Procedures to expected quality standards and timescales.
  • Ensuring the delivery of excellent customer service by achieving fair and reasonable outcomes for our customers through effective investigation.
  • Communicating effectively over the phone and ensuring that all written communication with the complainant meets the required quality and expected standards set by both UW and the regulator.
  • Making sure the voice of the customer is always heard by actively identifying root causes of customer/client concerns and complaints and capturing accurate information.
  • Reporting to the Complaints and Governance Lead, this role sits within the Financial Services Operations 1st line control team.

What We Offer:

  • A competitive salary and benefits package, including a matched contribution pension scheme and life assurance up to 4x your salary.
  • A comprehensive training program to support your development and growth in your role.
  • A hybrid working arrangement, with 2 days in the office and flexible working arrangements available.
  • A range of employee benefits, including Share Options and a Save as You Earn scheme, discounted private health insurance, and access to an Employee Assistance line.
  • A commitment to diversity and inclusion, with a welcoming and inclusive work environment.

Requirements:

  • Proven track record of working with and handling complaints in a regulated financial services environment.
  • Excellent customer service skills with the ability to communicate to a high standard, both verbally and in writing.
  • Ability to work effectively in a team environment and contribute to the delivery of excellent customer service.
  • Strong analytical and problem-solving skills, with the ability to identify root causes of customer complaints and develop effective solutions.

Language: English (en-US)

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