Complaint Handler

4 days ago

Edinburgh, United Kingdom Diligenta Full time

**Salary**: From £25000-£28779

**Summary of the role**:
Job Reference: Dgenta02142

Role Grade: A5

Location: Edinburgh

Our customers' needs are rapidly evolving and via Consumer Duty the FCA is also increasing the bar. The complaint role is about listening, responding, anticipating those needs, and using your networking skills to reach fair outcomes for our customers.

If you want to develop your investigation, problem solving and sharping your decision-making skills to fix customer problems this could be a role for you. The complaint role has its challenges but is also very rewarding where we can take a step back and correct problems to reach the right outcomes for our customers.

**What you'll be doing**:

- Listening and actively engaging with customers to ensure their concerns are fully understood.
- Gathering all relevant evidence from the customer and key stakeholders to ensure fair outcomes and decisions independent of the business
- Be confident when dealing with challenging situations
- Communicating clearly, concisely and professionally to ensure customers understand the decision reached.
- Determining if compensation for financial loss and/or a distress and inconvenience payment is appropriate and at what level.
- Manage and prioritise your case workload ensuring regulatory timescales are met
- Have an awareness of the complaint handling regulations to ensure we remain compliant with the FCA disp rules
- Identify common themes and trends and pass on for root cause analysis

**What we're looking for**:

- Managing Risk Identify, assess, control and monitor risks. Make the right things happen first time, identify when things have not gone right and understand why, and recover the position.
- Courageous Decision Making The ability to make decisions at pace and in ambiguous or conflicting situations.
- Analytical Skills Use of a variety of diagnostic techniques to understand a situation/issue/problem by breaking it down and tracing the root cause/underlying implications in a methodical step-by-step way.
- Communication Skills Clearly and effectively communicates information, ideas, plans, requests and opinions to internal and external stakeholders through a range of channels including written and oral. Ensures alignment with communication guidelines and policies.
- Customer at the Heart
- Being customer driven in all you do, understanding and meeting the customer's needs and connecting emotionally with the customer.

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