Complaints Handler

**Hours: Full Time Monday to Friday 37.5 hours per week.**

**Salary: £25,000**

**Location: Hybrid. Home based and office working options are available. Can be discussed further at interview stage. Office is based on Manchester Oxford Road, City Centre.**

**Contract Type: Permanent contract**

If you are a Complaint Handler who is looking for a new opportunity to progress your career, then this is the next step for you. You will be joining an excellent team that focus on providing a friendly and personal service. You will triage, investigate, and resolve a range of complaints providing fair outcomes for our customers. You will provide an excellent customer experience, while dealing with customers in a helpful, proactive, and professional manner.

The primary role of the Complaints Handler is to investigate and resolve complaints in line with FCA DISP requirements and client service level agreements.

**What you’ll be doing**:

- Investigate the causes of customer dissatisfaction and resolve complaints in line with procedures and regulatory requirements.
- Identify and escalate root cause trends and issues that arise.
- Liaise with ombudsman services as appropriate.
- Share knowledge and expertise with other team members, contributing to a positive and supporting team culture.
- Identify opportunities to build positive customer relationships and provide excellent customer service

**What we’re looking for**:

- Experience of working in financial services organisations and/or customer service environment
- Regulated complaint handling experience is desirable.
- Be able to produce bespoke response letters from scratch.
- Strong verbal and written communication skills
- Ability to manage varying workloads and priorities.
- Strong organisational and time management skills.
- Excellent problem-solving skills

**Notes**

**What’s in it for you?**
- 23 days holiday **(rising to 27)** with the opportunity to buy extra leave.
- The opportunity to take a paid day out of the office, volunteering for our charity partners or a cause of your choice.
- Company matched pension, life assurance, a cycle2work scheme, 15 weeks’ fully paid maternity, adoption and shared parental leave, paternity pay of two weeks and plenty more
- Voluntary benefits designed to suit your lifestyle - from discounts on retail and socialising, to health & wellbeing, travel,and technology.
- Access to our Employee Network Groups, which represent every strand of diversity and allow colleagues to connect and learn from each other on an open, inclusive platform.
- You’ll get the chance to follow your chosen career path anywhere in Capita. You’ll be joining a network of 63,000 experienced, innovative, and dedicated individuals across multiple disciplines and sectors. There are countless opportunities to learn new skills and develop in your career, and we’ll provide the support you need to do just that. Our purpose is to create a better outcome for you.

**About Capita Regulated Services**

At Regulated Services, we’re transforming the world of life and pensions, and mortgage services. We’re delivering responsible and sustainable services, helping our clients to respond to changing market factors and adapt to the needs of their customers both now and in the future. Our teams work with clients across the UK and Worldwide, offering a range of services from end-to-end administration, digital technology and business support to lending, account, and arrears management. Join us and discover better as you shape the future of regulated services.

**Equal Opportunities**

**Job Type**: Permanent

**Salary**: £25,000.00 per year

Schedule:

- Monday to Friday

Work Location: Hybrid remote in Manchester