Job Description
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.