Complaints Resolution Specialist

2 days ago

London, Greater London, United Kingdom Zilch Full time

{"h2": "Job Title: Complaints Resolution Specialist", "p": "At Zilch, we're committed to delivering exceptional customer experiences. As a Complaints Resolution Specialist, you'll play a vital role in ensuring that all customer complaints are effectively handled and resolved. Your primary responsibility will be to support the Head of Complaints in maintaining a high level of service and compliance with FCA regulations. You'll work closely with the team to address customer complaints, provide guidance, and contribute to process improvements.", "ul": [{"li": "Handle and resolve customer and FOS-escalated complaints in accordance with company policies, procedural manuals, and FCA guidelines."}, {"li": "Contribute to root cause analysis of complaints and assist with required reporting."}, {"li": "Contribute to the development and implementation of efficient and effective complaint handling processes."}, {"li": "Work closely with the team to ensure timely and accurate recording, monitoring, and reporting of complaints."}, {"li": "Collaborate with other departments, particularly Risk & Compliance, to ensure alignment and adherence to regulatory requirements."}, {"li": "Communicate with customers to gather necessary information, address concerns, and provide updates on the status of their complaints."}, {"li": "Identify emerging trends or issues in customer complaints and provide insights to the Complaints Team Leader."}, {"li": "Participate in regular meetings and provide input on process improvements to enhance the customer experience and optimize complaint resolution."}, {"li": "Support the team in meeting key performance indicators (KPIs) and maintaining compliance with regulatory standards."}, {"li": "Act as a Complaint Subject Expert to support our internal and external teams."}], "h3": "Requirements", "ul": [{"li": "Previous experience in a complaint handling role within an FCA-regulated company."}, {"li": "Demonstrated knowledge of FCA regulations and requirements related to complaint handling."}, {"li": "Continuous learning mindset to stay updated with industry developments and best practices in complaint handling."}], "h3": "Benefits", "ul": [{"li": "Pension scheme - 5% employee contribution and 3% employer contribution"}, {"li": "Death in Service scheme - 3x your annual basic salary to nominated beneficiaries"}, {"li": "Income Protection - up to 75% of annual basic salary to cover long term injury or illness"}, {"li": "Share Options Scheme"}, {"li": "Private Medical Insurance including GP consultations (video, telephone or face-to-face), In-patient, day-patient and out-patient care"}, {"li": "Employee Assistance Programme including unlimited mental health sessions and 24/7 helpline for emotional & practical support"}, {"li": "Savings & discounts on everyday shopping"}, {"li": "1:1 personalised wellbeing consultations"}], "h3": "Family Friendly Policies", "ul": [{"li": "Enhanced maternity pay"}, {"li": "Enhanced paternity pay"}, {"li": "Enhanced adoption pay"}, {"li": "5% cashback in Zilch rewards on purchases through the app"}, {"li": "\u00a3200 Zilch rewards bonus for WFH set up"}], "h3": "Learning & Development", "ul": [{"li": "Professional Qualifications"}, {"li": "Internal Training Programmes"}, {"li": "Hybrid Working 3 days in office"}, {"li": "Casual dress code"}, {"li": "Free fruit, snacks, and refreshments in the office"}]

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