Complaints Handler

We are looking for a capable and experienced Complaints Specialist to manage the resolution of all customer complaints following initial acknowledgment. You will work as part of our Customer Service department, researching and resolving complaint cases through analysis of all facts and related documentation and appropriately partnering with internal/external parties to source information.

This is a full time, permanent role - remote based or NE office based with hybrid working available

**Key responsibilities will include**:

- Effectively resolve Stage 1, 2 and 3 complaints within the agreed timescales and SLAs
- Actively monitoring and updating internal systems and maintaining internal/external customer contact
- Collating submission packs for the Property Ombudsman, Breach of Terms and Litigation.
- Producing written communications that are accurate, concise, well organized, within regulatory and organizational compliance requirements
- Acknowledging and investigating client feedback via social media, review sites and received direct.
- Assisting with Customer Service projects and supporting the department lead with activities when necessary
- Previous experience in Customer Relations/Complaint investigation is essential
- Experience of dealing with the Financial Ombudsman service process and response would be desirable
- Clear professional, complaint handling and written skills
- Be enthusiastic, positive, and proactive with a strong work ethic
- Strong analytical skills and a high level of commercial awareness, be able to understand, question and challenge business processes, identify cause and effect and deliver valuable solutions

**Job Types**: Full-time, Permanent

**Salary**: Up to £25,000.00 per year

**Benefits**:

- Company pension
- On-site parking
- Private medical insurance
- Referral programme
- Work from home

Schedule:

- Monday to Friday

Supplemental pay types:

- Bonus scheme

Work Location: Remote