Customer Relations Officer

Customer Relations Officer

Farnborough

£40,000 to £45,000

Our client, a multi-award-winning firm of financial advisers who is owned by one of the top 10 largest insurance companies in the world, are looking for an experienced Customer Relations Officer to join their compliance department.

The role will be to review customer complaints and disputes in accordance with the procedural and timescale requirements of the FCA and with the principles of Consumer Duty. You must have at least 3 years worth of experience in a Customer Relations, compliance or advisory role within an FCA-regulated retail environment.

Benefits:

• Private Medical Insurance (individual cover).
• 25 days Holiday per annum PLUS 8 bank holidays.
• Hybrid working opportunities.
• Income Protection (75% salary for 3 years).
• Life Assurance (4x salary).
• Critical Illness (£50,000 lump sum).
• Pension 6% Employer, 3% Employee.
• On-site gym.
• Modern offices.
• Regular social events.

Responsibilities:

• To administer the systems utilised by the Customer Relations function, ensuring accurate and timely input and update of all case details, and producing regular reports to provide assurance to management that customer complaints or disputes have been managed and resolved in line with the procedural and timescale requirements of the FCA and Consumer Duty.
• To manage a personal caseload of customer complaints, ensuring resolution in line with the procedural and timescale requirements of the FCA and Consumer Duty.
• To establish and maintain communication and partnership-working processes in order to ensure that all internal customers are aware of and accept their responsibilities for operating a compliant and risk-managed framework within their business functions.
• To provide timely and accurate reporting to meet the requirements of the FCA complaint handling returns.

Skills and requirements:

• At least 3 years’ experience in financial Services within Customer Relations roles with experience of working with investments & pensions.
• At least 3 years in a Customer Relations, compliance or advisory role within an FCA-regulated retail environment.
• Experience in customer complaints or disputes.
• Competent at using Microsoft packages and client databases.
• Excellent knowledge of the regulatory regime and the requirements and guidance in respect of customer complaint handling issued by the FCA and other appropriate legislative, regulatory, governmental or Industry bodies.
• Good knowledge of current Industry best practice.
• Comfortable at presenting to various group sizes, good communicator (face to face, phone, virtual and email).
• Strong planning and organising/diary management.

Interested?

Apply now and we can discuss this in more detail and provide you with a more detailed job description.

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