Role:

The purpose of this role is to support the Complaints Team in managing customer complaints in accordance with the clients Internal Complaints Handling Policy and Procedures.

Your focus will be to ensure that all complainants receive fair resolutions and a high standard of customer service.

•    Investigate, document, respond to, and work towards resolving customer complaints both verbally and through well-crafted letters
•    Make outbound and take inbound calls to address complaints at their first point of contact
•    Tailor responses and communication to suit the audience
•    Ensure complaints are managed in line with Consumer Duty and DISP requirements set by the Financial Conduct Authority
•    Provide outstanding customer service to all complainants, ensuring fair, accurate, and clear management of complaints
•    Use effective communication and problem-solving skills to resolve complaints efficiently while maintaining high quality
•    Collaborate with internal departments to gather information and ensure a comprehensive resolution of complaints. Offer critical feedback and insights into the causes of complaints to the business
•    Suggest improvements to processes and documentation to reduce the number of complaints
•    Participate in weekly team and departmental meetings to discuss process changes and receive product updates
•    Be an advocate for change by sharing insights on trends to drive continuous improvements.

About you:

•    You have complaints handling experience in customer-facing financial services roles
•    You're experienced in handling application fraud, current accounts, and credit cards
•    You are a patient and attentive listener
•    You can remain calm under pressure, staying flexible and composed in high-pressure situations
•    You have the capability to meet tight deadlines and adapt to new challenges
•    You're quick to learn new systems
•    You know how to identify issues and solve problems
•    You take accountability for your casework, owning it from start to finish to ensure high-quality outcomes
•    You're a customer champion, ensuring our customers' voices are heard.

Role Details:

• Allocation of work to the team and working on ideas to improve processes

About you:

• 6 months+ Financial Services experience ideally in Motor Finance
• Good attention to detail
• Confident in presenting ideas and MI to client Management 
• Professional
• To be in a position to attend 1 weeks on site training in Cardiff 

Complaint Handler - Square 4 (Leeds)

Permanent Role - Hybrid

Square 4 Partners is an award-winning professional services firm supporting regulated financial services businesses. We were founded with a clear vision; to support people and businesses to grow and thrive. Founded in 2021 we’ve experienced incredible growth, built through a relentless pursuit of top talent and a commitment to exceeding our client’s expectations through delivery excellence.

Our core services are designed to support across a diverse and ever-changing operational and regulatory landscape, covering:

■    Advisory Services
■    Interim Resource
■    Managed Services
■    Technology Solutions

At Square 4 Partners, we embody a spirit of innovation, dedication, and excellence in everything we do. We take pride in serving a diverse range of clients, spanning from various segments within the financial services industry such as Retail Banks, Consumer Credit, Life and Pensions, Wealth and Asset Managers, Private Equity, to Utilities and Telecommunications firms.

We are a commercial business, but our purpose and values extend beyond top line. We are committed to making a difference for our people, our clients, and our communities and so with a name like Square 4, it was an easy decision to give 4% of our earnings back to charities yearly.

Responsibilities

As a Complaint Handler, you will be working within our Managed Services team, providing excellent delivery and customer experience for one of our leading Motor Finance clients.  

Based in our Leeds delivery centre, you will be responsible for Customers raising complaints via various channels (email, online, social media, telephony hand-offs).  
The role involves investigating, managing, and resolving complaints to secure positive customer outcomes, minimising financial loss and protecting brand reputation. You will take ownership and have responsibility for monitoring complaint progress, identifying trends, and escalating issues as needed, while ensuring compliance with regulatory timeframes and company policies.

Key aspects associated with the role include:

    Resolve Customer complaints to achieve good outcomes while protecting both Square 4 and our Client’s interests and brand reputation

    Ensure all complaint handling meets regulatory deadlines, including acknowledgment and holding letters

    Maintain professional relationships with customers and all relevant third parties; escalating  issues to you Manager when necessary

    Manage workload efficiently, prioritising cases and advising Managers on escalations or delays

    Ensure thorough, clear, and compliant communication with customers, including discussing outcomes by telephone and writing comprehensive final responses

    Ensure all systems are updated and in line with the agreed processes

    Completing a full investigation and root cause analysis into your allocated complaints

    Support continuous improvement by reviewing complaint procedures and identifying process enhancements

    Handle difficult and vulnerable customer interactions empathetically and in line with FCA requirements

Core Values, Behaviours and Requirements

You have, and can demonstrate, the following skills and attributes:

    Knowledge of FCA Complaint Handling Rules (DISP) and relevant consumer protection laws

    Experience in customer service, preferably within Regulated Financial or Motor Finance Services

    Understanding of complaints environments and regulatory compliance

    Excellent communication and interpersonal skills

    Ability to work independently, prioritise tasks, and manage time effectively

    Proficiency in Microsoft Office

    Analytical skills and ability to work at both detailed and strategic levels

    Alignment with our core values: innovation, passion, engagement and a commitment to delivering excellence

    An outstanding work ethic combined with a desire for continuous learning and personal development, staying updated on best practices, emerging market trends, and regulatory changes

    Creative problem-solving abilities, maintaining an innovative and solution-orientated approach

Company Benefits

We provide the following benefits to our permanent employees:

    The opportunity to work in a fast-growing company with a well-defined mission and values that are actively practised each day

    Option to work on a hybrid basis (3 days a week) from our new Leeds City Centre office once you are fully trained

    Onsite refreshments provided

    28 days holiday allowance (inclusive of Bank Holidays) 

    Opportunities to take part in volunteer days. 

    Investment in personal development and support for career aspirations 

    Pension scheme

    Access to a employee benefits platform offering discounts, wellbeing resources, and everyday savings

If you are interested in this opportunity, click the apply link online and send an updated copy of your CV today to recruitment@square4.com