Complaint Handler

2 weeks ago

Bristol, United Kingdom Candidate Source Ltd Full time

We have an exciting opportunity for a Complaint Handler to join a growing project, supporting the Customer Relations Department in the delivery of financial support activities relating to complex customer profiles. This role will be based in from homebut some travel to the office in Bristol will be required on weekly basis.
The day rate: £180 inside IR35
**As a Complaint Handler, you will be responsible for**:

- Providing investigation and/or written response support to the Banks Customer Relations Department.
- Working closely with existing members of the team to deliver customer outcomes that are fair, regulatory compliant and in line with quality and quantity expectations.
- Creating bespoke written complaint responses based on assimilating the “key facts” of the case from data extracted from the Bank’s core systems.
- Undertaking in depth complaint investigations by interrogating core Bank systems and call recordings).
- Ability to communicate with customers verbally over the phone as activity includes both inbound and outbound call activity.

**To be a successful Complaint Handleryou will have the following skills and experience**:

- Grounded and strong Financial Services complaint handling experience.
- A clear understanding of the FCA’s Dispute Handbook (DISP).
- A clear understanding of the workings of the Financial Ombudsman Service.
- Strong and proven complaint response letter writing experience (quality and quantity).
- Ability to assimilate data already extracted from the Bank’s core systems into a meaningful, fair and compliant customer outcome.
- A strong understanding of basic Banking products including Current Accounts, Personal Loans and Mortgages.
- Self-motivated with ability to work under pressure and deliver against volume and quality targets.
- Strong decision-making and influencing skills.
- Experience of dealing with challenging customers verbally over the phone.

This is a full-time role, Monday-Friday, 09:00-17:30.

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