Complaints Handler

1 week ago

Leeds, United Kingdom Search Consultancy Full time

**Customer Complaints Handler**

**Leeds City Centre**

**Full time - Hybrid once training complete**

**£26,000.00**

We are actively recruiting a Customer Complaints Handler for our reputable client based in the centre of Leeds in modern offices on a permanent basis.

**KEY RESPONSIBILITIES**:

- Provide a friendly and professional complaints resolution service in line with company policy and FCA regulations, while delivering excellent customer service.
- Achieve the required standard against the companies complaint handling expectations in call quality and other channels.
- Produce good quality detailed letters using non-jargon and make sound decisions on outcomes and compensation.
- Ensure that ownership is taken for complaints, calling out to the customer to understand their complaint and the resolution they are seeking, to resolve their dissatisfaction
- Keep the customer informed of progress at key stages.
- Work in collaboration with relevant teams across the business to resolve queries and complaints accurately and efficiently and record the appropriate root cause and why you arrived at this decision
- Deliver high levels of service with mínimal supervision. Keep promises and ensure 1st time resolution.
- Proactively consider future needs and good customer outcomes/benefits beyond initial complaint.
- Continually and appropriately challenge policy, processes and procedures, driving improvements.
- Dealing with complaints at all levels, including Exec, press and other high profile cases when required.
- Work as part of a team, supporting colleagues and promoting a positive work environment & team spirit.
- Be flexible, supporting other teams and/or the Team Manager, in order to meet business needs.
- Adhere to the Treating Customers Fairly and the Training and Competence principles
- Knowledge of the regulatory environment and associated risks that require managing.
- Logging Risk events - Understanding Risk via training and documentation available.

**SKILLS & EXPERIENCE REQUIRED**:

- Understand key security and customer authentication procedures and their importance.
- Understanding of the regulatory environment and associated risks that require managing.
- Understand the principles of regulatory requirements
- Understand the industry rules and regulations regarding FCA complaint handing regulations and the role of the Financial Ombudsman Service (FOS).
- Advanced communication skills (written and verbal) - ability to build rapport and negotiate with customers, maintain calm and professional during pressurised situations, and share information in a clear and logical manner.
- Advanced accuracy and attention to detail - mínimal errors with no repeat occurrences.
- Advanced IT skills - ability to navigate a broad range of internal systems.
- Advanced ability to work independently and unsupervised, using judgement to appropriately escalate issues to management or other departments.
- Intermediate questioning skills to establish customer needs and ensure good customer outcomes.
- Intermediate planning and organisation skills - ability to manage own workloads.

**PERSONAL ATTRIBUTES**:

- Clear communicator
- Strong team player
- Demonstrated passion and drive for delivering the best outcome
- Moving with speed - delivering faster and better
- Decisive and take ownership of outcomes
- Not afraid to challenge and be open to challenges

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