Customer Complaints Coordinator

4 weeks ago

Sevenoaks, Kent, United Kingdom KHR - Recruitment Specialists Full time

Position:
Complaints Administrator

Location:
Sevenoaks, Kent

Hours: 9am until 5pm, Monday to Friday

Commutable from:
Sevenoaks, Tunbridge Wells, Tonbridge, Orpington, Swanley, Croydon, Dartford, Abbeywood, Maidstone, Gravesend and surrounding areas.

We are seeking a Complaints Administrator for a reputable financial services organization. The ideal candidate will possess a solid background in managing Customer Complaints within a Financial Services context.


As the Complaints Administrator, your primary goal will be to ensure favorable customer outcomes based on the information collected during investigations, collaborating with various specialist teams both internally and externally.

You will strive for positive customer resolutions while balancing regulatory obligations and company policies with customer needs.

Key Responsibilities:

  • Ensure all customer commission inquiries are acknowledged within regulatory timeframes.
  • Assist customers with updates on ongoing complaint issues or document new complaints for our complaints handlers.
  • Establish telephone communication with customers to fully understand their complaints and work towards a fair resolution promptly.
  • Foster strong relationships with third-party service providers, dealer networks, and the sales team to address and resolve any quality concerns.
  • Support the Complaints Team Leader with any additional tasks that may arise.
  • Aid the Complaints Team with daily tasks when their workload allows, such as compiling FOS files and acknowledging customer calls.
  • Take ownership throughout the decision-making process, clearly communicating your rationale, ensuring compliance with relevant legislation including the Consumer Credit Act, FCA, FOS, and the FLA code of practice, while prioritizing customer satisfaction.

Ideal Candidate Profile:

  • Minimum of 12 months experience in the finance industry handling issues and complaints.
  • Familiarity with the FCA's Conduct Rules, particularly in treating customers fairly (TCF) and the Consumer Duty.
  • Understanding of GDPR and DPA Act.
  • Ability to comprehend and adhere to documented processes, policies, and procedures.
  • Exceptional verbal and written communication skills.
  • A proactive learner eager to develop professionally.

Benefits Offered:

  • 25 days of annual leave plus an additional day for your birthday.
  • Strong career progression opportunities.
  • Private Medical Insurance.
  • Life Insurance coverage.
  • Discounts on gym memberships.
  • Car Scheme options.
  • Premium Bonds for children.
  • Occupational Parental Pay.


At KHR, we ensure that your application is represented in the best possible light, so please check your CV for layout, spelling, and grammar, and ensure it is current before submission.

If you wish to emphasize specific qualifications, skills, or relevant experience for this role, please include a cover letter or a preface page.

Additionally, if your CV contains heavy graphics, please submit a 'clean' version in Word format. Thank you.

KH Recruitment Ltd operates as an Employment Agency in relation to this vacancy.

KHR - Recruitment Specialists is a trading name of KH Recruitment Ltd. Stay connected with us online for job alerts, industry updates, and market insights...

Customer Service, Complaints, Administration, CMC, Financial Services, Automotive

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