Complaints Resolution Specialist

4 weeks ago

Peterborough, Peterborough, United Kingdom The Recruitment Co. Full time
Complaints Advisor Job Description

We are seeking a skilled Complaints Advisor to join our team at The Recruitment Co. in Peterborough. As a Complaints Advisor, you will play a crucial role in managing and resolving customer complaints efficiently and effectively.

Key Responsibilities:
  • Complaint Handling: Receive and log customer complaints through various channels, conduct thorough investigations, and gather relevant information and documentation.
  • Resolution Management: Assess the validity and severity of complaints, prioritize them based on urgency and impact, and work closely with internal departments to resolve complaints in a timely manner.
  • Communication and Follow-Up: Maintain regular communication with customers throughout the complaint resolution process, provide updates, and seek feedback to ensure transparency and build trust.
  • Regulatory Compliance: Stay updated on relevant laws, regulations, and industry guidelines pertaining to complaint handling and consumer protection, and ensure that all complaint resolution activities comply with regulatory requirements and internal policies.
  • Continuous Improvement: Identify trends and patterns in customer complaints, analyze root causes, and collaborate with cross-functional teams to develop and implement process improvements and preventative measures.

Qualifications:

  • Previous experience in a customer service or complaint handling role within the financial services industry is highly desirable.
  • Strong understanding of financial products, services, and industry regulations.
  • Excellent communication skills, both verbal and written, with the ability to empathize with customers and convey complex information clearly and concisely.
  • Exceptional problem-solving and decision-making abilities, with a keen attention to detail.
  • Proficiency in using computer systems and software applications for documentation and reporting purposes.
  • Demonstrated ability to work well under pressure in a fast-paced environment, prioritizing tasks effectively to meet deadlines.
  • Commitment to upholding ethical standards and maintaining customer confidentiality.

Benefits:

  • Competitive salary package with performance-based incentives.
  • Comprehensive healthcare benefits, including medical, dental, and vision coverage.
  • Retirement savings plans and employee assistance programs.
  • Opportunities for career advancement and professional development through training and mentorship programs.
  • A dynamic and inclusive work environment that values diversity and fosters collaboration and innovation.

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