Complaint Specialist

Job Title:Complaint Specialist Working Pattern:Monday to Friday,  Salary:£24,000 - £28,000 and up to 20% bonus and benefits Location:Blackpool (FY4 2FB) hybrid working   At Tandem, we're not just a bank; we're a movement for positive change. If you're an ambitious and dedicated Complaint Specialist ready to make an impact, we've got a space with your name on itOur Complaints team are a core part of our Risk & Compliance function. Their main objective is to ensure that all complaints are investigated, and a fair outcome is provided to all customers. The Complaints team ensure that in dealing with complaints we meet the FCA regulatory requirements.  We are Tandem - Where impact meets innovationTandem is the UK's greener digital bank on a bold quest to revolutionise the way we save, borrow spend, and share – all while nurturing our planet, our people and our customers. As one of Europe's fastest growing digital banks, our values of being Brave, Enterprising, Simple, and Together (BEST) ensure our 500-strong team collaborate to drive a brighter, greener future. Your team: Collaborators in changeTandem is proud to offer a workplace with diverse experiences, perspectives, and backgrounds which leads to a unique company culture for our people and a better experience for our customers.You'll be part of a team that fully investigate each complaint with a customer led approach, are responsive and diligent in their work and provide a fair outcome to each customer.  Your Impact: Building a greener tomorrowAs a Complaint Specialist at Tandem your focus will be on:Ensuring all aspects of compliance are met regarding DPA, CCA and FCA.Sending all required correspondence, ensuring communications are fit for purpose and adapted for varying needs of customers; summary resolution if < 3 days, acknowledgement letters < 5 days, FRL or holding letters at 56 days.Supporting with the timely logging of all complaints and ensuring iCasework is fully up to date.Engaging internal and external customers, providing high standards in customer care, customer interaction, dialogue and attention to detail.Assisting the Complaints Team Leader in the development of systems and processes that contain a design of sensitivity, confidentiality, respect and that promote right first-time outcomes to complaints.Managing your own workload in line with expectations set, taking ownership of individual performance, personal training and development.Having accountability for individual performance and contribution to achieve KPIs set by the business.Working as a team player to achieve group objectives, building good working relationship for the benefit of the customer.Being flexible to undertake other duties within the team as required and to cover periods of staff absence.We'd love to hear from you if you have:Someone with exceptional written and oral communication skills with the ability to communicate to customers in a way which is clear, fair and not misleading.Someone who is customer focused and can demonstrate that customers are at the forefront of all decisions.Someone who possesses excellent attention to detail.Someone with strong decision-making skillsThe ability to work under pressure and to tight deadlines.Being flexible and adaptable to manage a range of different tasks.You'll have good organisational and time management skills.You'll have excellent interpersonal skills.The ability to work on your own initiativeBe honest, reliable and have the ability to exercise discretion and understanding of confidential issues.**Rewards that reflect your value,what'sin it for you?** At Tandem, your hard work is rewarded in manywaysand we have an enhanced employee benefits package on offer from your very first day with us: 25 days annual leave plus 8 days Bank HolidayAnadditionalday off for a 'celebration day'including, but not limited to, birthdays, weddings, religious holidays, graduationsetc- Buy or sell up to 5 days holiday ayear- Healthcarecashplan through Westfield Healthworth a minimum of £750per year- Electric Vehiclesalary sacrificescheme- Cycle to Worksalary sacrificescheme and a freehelmet- Salary sacrificePension contribution*, 4% employee contributions matched with 4% Tandemcontribution(*Subject to salary eligibility)- Smart Tech scheme (buy goods with 0% interest)- 10% discount on solar panels- Tandem Hub for treats, cash back and discounts on UK retailers- 2 days per year paid volunteering- Free cereal,snacksand drinks in all offices- Quarterly team social budgetsOur Green Deal: Your Impact AmplifiedA little welcome gift from us to you, we'll plant a tree in the Tandem Grove and you can enter into our "Green Deal" below:Volunteer 2 days a year for charity > receive an early Friday finishRaise £200 per annum for charity > Tandem provide PR and marketing supportHave renewable energy at home > receive an additional 1 day annual leaveDrive an electric car > receive £500 towards a home chargerReady to make your mark?Apply now and let's pave the way to a greener world, together. Our approach to DE&I is reflected in our hiring process so please let us know if you require any reasonable adjustments. Sourcing ModelRecruitment at Tandem works primarily on a direct sourcing model and does not accept resumes from recruitment agencies which are not on the preferred supplier list. We are not responsible for any related fees for resumes submitted to job postings, our employees, or any other part of our company. You can find our Applicant Privacy Policy on our Careers page. Tandem is an equal opportunity employer and are committed to meeting our responsibilities under the Equality Act We respect the diverse experience and talents that every individual brings to our Company, and we are determined to ensure that no applicant or employee receives less favourable treatment on the grounds of gender, age, disability, religion, belief, sexual orientation, marital status, or race, or is disadvantaged by conditions or requirements which cannot be shown to be justifiable. Please be aware that background checking (including credit and criminal records checks) form part of our recruitment process. We will adhere to our duties under the Rehabilitation of Offenders Act 1974.INDSJ