Customer Complaints Handler

This is an exciting time to join a successful, expanding, financial services organisation, based in Slough, as a Customer Complaints Specialist. This opportunity would suit someone with previous experience of resolving complaints through final response letter writing, ideally within a financial services organisation.

There are opportunities for some hybrid working following training.

Key Responsibilities

* Address, investigate and resolve all complaints promptly, meeting regulatory
deadlines.
* Own all customer issues through to resolution.
* Respond to the Financial Ombudsman Service timely and appropriately.
* Update the Contract Management System and Complaints database accordingly and
in a timely manner.
* Ensure Team Leader is aware of potential issues associated with work queues, delays
and complaint trends.
* Provide complaint summary that advises the SMT of current status of complaints,
detailing costs/losses to the business.
* Adhere to formal regulatory processes and policies.
* Work effectively with colleagues in support functions around the business to gain
resolution to complaint.
* Responsible for meeting individual performance targets and management of cases.
* Continually develop own knowledge and skills to ensure the correct information and
fair outcomes are provided to Customers

Skills/experience

• Experience resolving complaints through a final response letter
• Proven track record of working with and handling complaints
• Experience working within a financial services organisation would be ideal
• FOS (Financial Ombudsman Services) experience would be desirable

Benefits

• 25 days holiday
• Pension
• Healthcare
• Option for some hybrid working
• Chance to join a successful company going through some exciting expansion