Customer Complaints Coordinator

2 days ago

Bracknell, Bracknell Forest, United Kingdom Parkside Recruitment Full time £25,000 - £40,000 per year

Our international Client requires an experienced Customer Complaints Coordinator to join their team for a six-month period.

Role:

The successful candidate will have exceptional customer service expertise and an understanding of our responsibilities under Consumer Duty in ensuring good customer outcomes.

Working within a small but capable team, you will be responsible for managing cases where customers have voiced dissatisfaction. This will include investigating each case thoroughly, working with other internal departments and our Retailers, and responding to the customer professionally and promptly.

As a Complaint Handler within the Finance Sector, you will have a good awareness of the regulatory responsibilities of the business and a desire to find fair and reasonable outcomes for our customers. You will possess superb communication skills and be able to communicate effectively at all levels with confidence and empathy.

Main Responsibilities:

  • Thoroughly investigate customer complaints, ensuring all issues are addressed within regulatory time frames.
  • Establish telephone and written contact with customers to understand their complaints and work towards a fair resolution.
  • Ensure all responses comply with the Financial Conduct Authority (FCA) and company policies.
  • Maintain accurate records of all complaints and resolutions in the complaints database.
  • Work closely with third-party service providers, networks, and the sales team to resolve quality concerns.
  • Handle complaints with the highest standard of customer care, keeping the customer at the heart of the process.

Qualifications, skills, and experience:

Required

  • Experience working within a regulated environment.
  • Familiarity with the FCA's Conduct Rules and Consumer Duty.
  • Excellent verbal and written communication skills to effectively interact with customers and third parties.
  • Ability to work independently and make decisions throughout the complaint resolution process.
  • Able to multitask and work with speed and efficiency.

This role is subject to satisfactory references to include a DBS Check and Financial Check.

Desirable

  • Familiarity with complaint management systems and other relevant software.
  • A proactive approach to identifying trends in complaints and suggesting improvements to processes and policies.

Whilst there is no contractual right to work from home, the flexibility our client offers is that you can request to work from home 2 days per week, again, providing there is no business requirement to attend the office.

The working hours are 35 hours 9-5, Monday to Friday. There is the option to take a 30-minute lunch over 4 days so that the fifth day will be a 2 pm finish. This early finish will vary to ensure that there is good resource coverage within the team.

Duration: 6 Months

Interested? Please apply.

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