Job Description

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.