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Experienced Complaint Handler

2 weeks ago

Kings Hill, United Kingdom Cabot Financial Full time

Do you have a passion for delivering a ‘customer centric’ approach? Do you have regulatory framework knowledge of the Debt Collection industry? Do you have knowledge of DISP/FCA complaint handling regulations/expectations? If you’ve answered yes, then you could be the next Experienced Compliant Handler to join our Customer Care department in our Kings Hill office, ME19 4AU.

**What you can expect as a Compliant Handler**
- Salary of £25,064 to £30,576 per annum, depending on experience. Plus, a quarterly performance related bonus
- Permanent contract on a 40 hour per week rotating shift pattern, that consists of rotating work patterns 8:00-16:00 and 9:00-17:00 Monday to Friday, working one day 9:00-19:30 each week
- Flexible hybrid working from our Kings Hill office

Not only are we offering a competitive salary and a fantastic bonus scheme, you’ll also be entitled to loads of great benefits including, discount and cash back on hundreds of high-street shops and private health insurance, plus much more.

As our new Experienced Complaint Handler, you will be involved in investigating and resolving customer and 3rd party complaints and disputes, providing a superior customer experience and fair outcomes. You will be dealing with regulators and work cases from start to finish, being able to explain the process in handling the cases and doing outcome letters, either templated or bespoke.

You will proactively escalate risks and issues arising from customer and client complaints as appropriate whilst identifying and driving improvements to prevent similar complaints arising in the future.

**Key Responsibilities include**:

- Ensure customers are treated in a fair and consistent manner
- Manage the process relating to customer complaints and/or disputes
- Take ownership of individual cases from receipt to conclusion
- Handle cases to the highest standard of customer care and resolve them satisfactorily and in accordance with The Financial Conduct Authority and Treating Customers Fairly principles
- Ensure all complaints are handled within FCA guidelines and timescales
- Ensure that responses are clear and demonstrate that a thorough investigation has been undertaken
- Ensure KPI’s and Quality Audit results are consistently achieving expectations

**What we need from you**:

- Previous complaint or dispute handing and investigation experience, ideally within a regulated, financial services environment
- Customer focused individual
- Ability to handle a varying demanding workload
- Ability to work to tight deadlines whilst maintaining a high level of accuracy
- Ability to thrive in a busy, fast paced environment
- Excellent verbal and written communication

**What happens next?**

**Working for Cabot**:
You’ll be working for an award winning; Investors in People Gold accredited organisation. We’re passionate about the ethical treatment of our customers and employees. Our mission is to create pathways to economic freedom. Our vision is to make credit accessible by partnering with our consumers to restore their financial health.