Complaint Handler - Job Profile    

Investigate and effectively resolve any complaints received into the business whilst identifying trends and monitoring preventative actions that have been implemented.

Effectively manage complex complaint cases whilst adhering to SLAs, guidelines and regulations.

Take ownership of a wide range of complaints in an efficient and professional manner by identifying and understanding what the customer really needs to resolve the underlying issue.

Resolve complaints within agreed redress levels.

Accurately record, monitor and follow-up on contacts.

Experience/Skills required

Demonstrable/previous experience operating in a complaints team – preferably within Motor Finance and Consumer Credit or other regulated environment.  

Excellent letter and email writing skills.

Knowledge of Financial Conduct Authority regulations and principles, specifically, DISP and TCF.

Knowledge of the aims and objectives of the Financial Ombudsman Service (FOS)  

Experience of using a Complaints Management System.

Objective:

To deliver workout solutions to customers experiencing payment difficulties and to manage the delivery of the litigation process via liaison with the appointed solicitors. Responsible for daily interaction with customers, information gathering, identifying suitable payment plans and other workout options and delivering successful workout solutions to customers. Regular interaction with solicitors, courts and bailiffs to ensure the litigation process is proceeding satisfactorily. At all times adhering to the agreed policies and procedures.

Main Responsibilities:

- Regular communication with customers who are experiencing payment difficulties

- Discussing and negotiating arrears workout options, e.g. arrangements, capitalisation, loan workouts, shortfall sales etc

- Monitoring agreed workout strategies to ensure they are complied with and taking further action in accordance with the Special Servicing Manual where appropriate

- Creating and submitting referrals to line Manager for all requests outside mandate

Role purpose:

Provide an excellent customer experience by taking a proactive approach to investigating and resolving a complaint; ensuring a fair outcome.

Accountabilities/Responsibilities:

* Balancing priorities - manage a pipeline of complaints
* Take ownership of complaints and make sure that fair outcomes are achieved for customers. 
* Empathise and acknowledge the customer's concerns; communicate regularly as you investigate and resolve the complaint. 
* Adapt to changing requirements which evolve as part of a growing business
* Work in conjunction with company policy and procedures 
* Build and maintain effective working relationships with colleagues
* Identify areas for process, policy and service improvements

The business

Square 4 is a dynamic and ambitious firm providing regulatory consulting and resourcing services to the financial services sector.

Our mission in supporting firms across a complex and challenging regulatory agenda is to provide an unrivalled level of interaction – service and expertise, helping to protect firms and allowing them to ultimately grow and thrive.

We are pioneering, passionate, engaging and committed to delivery excellence.

We pride ourselves on the diversity of our clients, which includes firms across the Financial Services sector (Retail Banks, Consumer Credit, Life and Pensions, Wealth and Asset Managers, Private Equity), through to Utilities and Telecommunications firms.

We are a commercial business, but our purpose and values extend beyond the top line. We want our business to be a force for good and are committed to making a difference for our people, our clients, and our communities.

The role

The role of a Senior Consultant (Wealth and Asset Management) is primarily to support the delivery of advisory engagements to our clients, however, the role also includes support with ‘take to market’ activities, service, proposition, and business development.

Key aspects associated with the role include:

• Be an ambassador for Square 4 across the industry.

• Lead on the delivery of consulting engagements with responsibility for critical aspects of delivery (reports, presentations, project planning, risk management, engagement profitability etc).

• Supporting our business development activity with regulatory and industry expertise. Including activities such as the production of quality thought leadership, building and engaging with stakeholders, leading sales bids and other business development activities.

• Providing leadership and direction to the team of consultants (including associate resources, as applicable). Support in the hiring of new team members as the business grows.

• Play an active role in relationship and account management with our clients.

• Work collaboratively across the business supporting strategic initiatives, business planning, operations, and other activity from time to time to support the ongoing growth of the business.

You should enjoy gaining immediate responsibilities and a wide range of experience from day one as part of a fast-growing company.

Core values, behaviours and experience

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

• Values aligned to our core values; pioneering, passionate, engaging and committed to delivery excellence

• A phenomenal work ethic combined with a desire to learn and grow

• Fantastic multi-tasking ability and highly organised

• A high attention to detail

• A can-do attitude and an ability to “get things done” under time pressure

• Creative problem-solving skills

• Pro-active and high energy

• Resilient attitude

• Outstanding professional communication skills – both written and oral

• Innovative and solution-orientated

• Knowledge and a practical understanding of the UK financial services sector and FCA regulatory agenda

• A comprehensive understanding of the regulatory and supervisory environment

Benefits of the role

For successful permanent employees we offer:

• Competitive salary of £55k-£80k for Senior Consultant positions

• Performance linked annual bonus

• EMI – Share option plan

• Pension scheme

• Private Medical through BUPA

• Flexible working – aligned to business needs

• Volunteer days

• Investment into you as a person and your career

• The opportunity to work in a fast-growing company with a clear purpose and values that are lived day to day

If you’re interested in exploring the next stage of your career, we would be delighted to hear from you.