Complaint Handler

The purpose of the role is to investigate and resolve service complaints in line with regulatory requirements and client Service Level Agreements (SLAs), with a focus on bringing complaints to a satisfactory resolution for both the customer and the business.

The role also involves working closely with team in Operations to conduct detailed root cause analysis in line with the Divisional Framework directives. This may include providing feedback and identifying actions to prevent reoccurrence of complaints.

Key Duties and Responsibilities:

- Investigate and resolve service complaints
- Process all complaints in line with procedures and regulatory requirements
- Process customer and adviser re-opened complaints and appeals appropriately
- Be able to share knowledge and expertise with other team members and staff in Operations
- Identify and escalate any inconsistency issues in relation to quality and competency checking
- Contribute to a positive and supportive team culture
- Identify opportunities to build customer relationships and provide excellent customer service
- Look for and escalate root cause trends and issues that arise by process, product or complaint type, including gaps in policies and guidelines
- Maintain excellent records on the complaints database, capturing all relevant information accurately
- Ensure that a full and detailed audit trail is on file for each complaint case, with clear notes and all relevant documentation
- Review the outcome of appeal and FSO decisions ensuring any learnings are understood and appropriate actions taken
- Review letters produced by team members and other parts of the business to ensure they comply to ensure all complaint letters issued are of a high standard
- Manage all key relationships in a way that actively supports best practice in the handing of all complaints received by the business.
- Dealing with escalation from our Business Partners
- Timely completion of work allocated by your Supervisor in an accurate fashion and within agreed deadlines
- Maintain an effective working relationship and with your own team, other teams and Business Partners
- Be familiar with and adhere to all corporate policies and procedures including the Employee Handbook and the Clear Desk policy including completion of all regulatory training within agreed timeframe
- Develop an awareness of contractual obligations and be commercially aware
- Identify training needs and provide training in your team and to other teams

Knowledge/ Skills/ Qualifications needed:

- A minimum of 3 Years relevant experience in Financial Services
- A relevant 3rd level qualification and/or Professional qualification desirable
- Knowledge of products, services and systems
- Ability to manage your work in a busy, challenging environment and be a team player
- Ability to work to tight deadlines and cut-off times
- Appropriate complaint handling experience
- Relevant industry exams or working towards completion of same
- Experience of identifying and driving process improvement
- Experience of completing Root Cause Analysis and following through of appropriate actions