Complaints and Customer Experience Officer

Complaints and Customer Experience Officer

The Complaints and Customer Experience Officer will be responsible for investigating complaints in line with the company's, Financial Conduct Authority & Financial Ombudsman Service's procedures and guidelines.

The successful candidate will review and respond to complaints within regulatory timeframes and proactively contact customers to discuss their Complaints and/or concerns.

This role will also play a key part in root cause analysis of Complaints and Customer feedback, supporting the Head of Contact Centre in identifying areas that the company can improve on to enhance the overall Customer Experience and meet customer needs.

Key Responsibilities

• Ensure the complaints process is owned and resolved by the Complaints case handler from start to finish for each customer complaint throughout the business.
• Independently analyse the evidence and decide whether the complaint should be upheld or not upheld, with an offer of appropriate compensation or redress (where applicable) and that customers receive correct and fair outcomes.
• Ensure customer complaints letters are written clearly, concise, and that all customer concerns have been addressed with appropriate solutions provided.
• Ensure that customer complaints are accurately logged on the system throughout the complaints journey, clearly documenting each step of the complaints process undertaken.
• Prepare file cases for the Financial Ombudsman Service and challenge their decisions where appropriate.
• Compile the complaints data for regulatory reporting.
• Analyse the root causes for customer complaints, internal and external feedback and report to key stakeholders' areas of the business which need to be improved.
• Produce ad-hoc and regular management information on complaint and Customer feedback KPIs and trends.
• Share and support the embedding of lessons learned following receipt of decisions from the Financial Ombudsman Service to relevant stakeholders.
• Promote and drive continuous improvement in customer satisfaction and complaint prevention in line with company strategy.

Skills & Experience

• Complaints handling experience within financial services sector
• Ability to multi-task and work in a fast-paced environment while providing a high level of customer service.
• Excellent verbal and written communication skills and attention to detail
• Excellent customer service and problem resolution skills.
• Ability to provide internal and external customers with the highest quality of customer service that meets their needs, in a timely efficient and professional manner.
• Ability to meet deadlines along with excellent time management skills.

Job Offer

• Full Time Permanent
• Birmingham City Centre
• Hybrid Working
• Up to £40,000 BOE

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