Complaints Resolution Specialist

1 day ago

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

Job Summary:

The Recruitment Co. is seeking a skilled Complaints Advisor to join our team. As a Complaints Advisor, you will be responsible for managing and resolving customer complaints efficiently and effectively.

Key Responsibilities:

  1. Complaint Handling:
  • Receive and log customer complaints through various channels.
  • Conduct thorough investigations into each complaint, gathering relevant information and documentation.
Resolution Management:
  • Assess the validity and severity of complaints, prioritizing them based on urgency and impact.
  • Work closely with internal departments to resolve complaints in a timely manner.
  • Propose and implement appropriate solutions to address customer concerns.
Communication and Follow-Up:
  • Maintain regular communication with customers throughout the complaint resolution process.
  • Document all interactions and actions taken regarding complaints accurately and comprehensively.
Regulatory Compliance:
  • Stay updated on relevant laws, regulations, and industry guidelines pertaining to complaint handling and consumer protection.
  • Ensure that all complaint resolution activities comply with regulatory requirements and internal policies.
Continuous Improvement:
  • Identify trends and patterns in customer complaints, analyzing root causes to prevent recurring issues.
  • Collaborate with cross-functional teams to develop and implement process improvements and preventative measures.

Requirements:

  • Previous experience in a customer service or complaint handling role within the financial services industry.
  • Strong understanding of financial products, services, and industry regulations.
  • Excellent communication skills, both verbal and written.
  • Exceptional problem-solving and decision-making abilities.
  • 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.
  • 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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