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Complaint Handler

2 weeks ago

Leeds, United Kingdom BW Legal Full time

**Do you have a proven track record of complaint handling and root cause analysis?**

**Are you eager to learn and develop in a role where no two days are the same?**

Here at BW Legal, providing excellent customer and client service is key to our success.

Due to an exciting and sustained period of growth, were looking for a talented Complaint Handler to champion the delivery of our high customer service standards that make BW Legal one of the market leaders in its field.

You will work within BW Legals Compliance Department with responsibility for the end-to-end investigation of your own caseload of complaints. Youll ensure our complaints are dealt with in accordance to both our company standard and those set by any applicable regulator, as well as liaising with the Financial Ombudsman Service and Information Commissioners Office to support their queries when required.

This role works in close partnership with both our Contact Centre and Call Quality Assurance teams. Youll have the opportunity to drive root cause analysis and recommend improvements, all while ensuring that we adhere to our regulatory obligations with the SRA and, where applicable, for consumer credit collections with the FCA.

**What youll be doing**:

- Investigating complaints competently, diligently and impartially, obtaining additional information as necessary
- Providing feedback to the complainant regarding the assessment of the complaint, including the decision (final responses/deadlock responses) in a way that is fair, clear and not misleading
- Supporting management by fairly and consistently investigating matters raised by the Financial Ombudsman Service (FOS) and/or Information Commissioners Office (ICO)
- Ensuring complaints are accurately identified, recorded and addressed
- Undertaking and recording root cause analysis of complaints and maintaining records within the Complaints Log
- Preparing client reports
- Supporting the Compliance Administrator in their role
- Supporting the development of colleagues

**We ask you to have the following skills and experience**:

- Experience of using Microsoft Office packages including Word, Excel and Outlook
- Experience of complaints handling
- Experience of working in an a fast paced environment where analysis, attention to detail and decision making is required

**While not essential, the below experience would be advantageous**:

- Knowledge of FCA regulations including DISP/CONC/TCF Outcomes
- Knowledge of the Data Protection Act 2018 and related data protection legislation/guidance
- Experience of working in a law firm, debt collection or other regulated environment

Your working week will be 6 hours per day, with the choice of 9am-3pm or 10am and 4pm, Monday to Friday.

With a starting salary of between £19,000-£24,000 depending on your experience, Complaint Handlers enjoy regular performance-based reviews which reward their success with a clear progression path for future earnings.

**Rewarding your commitment and success**

Our people are the most important part of our business and so Your BW Rewards are a package of benefits which take a holistic approach to promoting your wellbeing. These include:
**Lifestyle Rewards**

30 hour working week

Free City Centre Parking

22 days Annual Leave + Bank Holidays

Additional Paid Leave for your Birthday, Christmas Eve and New Year's Eve

Flexible Holidays - taken hourly

Holiday Exchange - buy / sell holiday

Extra holiday for length of service - 1 extra day after 3, 4 & 5 years

Length of Service Awards

Colleague Recognition Awards

Enhanced Maternity / Paternity / Adoption Pay

**Financial Rewards**

Death in Service Benefit - 4 times annual salary

My Staff Shop - a wide range of discounts and savings at UK retailers

Travel Support - free parking, bus discounts, cycling facilities

Leeds Credit Union Christmas Savings Scheme

Contributory Pension Scheme

Subsidised Canteen

**Personal Growth**

Learning & Development Allowance - paid time to learn in work

Love to Learn Subsidy - up to £150 annually for training of your choice

Professional Qualifications - financial & study support

**Health Rewards**

Free Gym Membership

Health Cash Back Plan - generous cash back to manage your wellbeing, including dental, optical, combined therapy towards every day health costs

GP Anytime - access to 24/7 prescribing GP for you and your family

Employee Assistance Programme - 24/7 help line, including up to 8 free counselling sessions

**Engagement Rewards**

BW Team Events - bowling, race nights etc.

Regular monthly events - cooking classes, quizzes, childrens activities

Monthly charity fundraising including raffles, auctions and more

Key Event Parties - Christmas and Summer Events

**At BW Legal we are committed to ensuring you have the opportunity to be the best that you can be and thrive in a unique and exciting culture. Come join us and share in our success**

**CONTACT**:
Matthew Sides

Talent Lead