Northview Group have an excellent opportunity for a Complaints Handler to join their team in Maidenhead, Berkshire.
Job Title: Complaints Handler
Location: Maidenhead, Berkshire (SL6)
Salary: £23,000 - £27,000 + Benefits
The Northview Group is a leading brand in the intermediary mortgage market. For more than 20 years, we've helped hundreds of thousands of customers to buy their own home.
Complaints Handler - Key Accountabilities:
The purpose of the Complaints Handler role is to ensure that all complaints are administered, investigated and resolved in accordance with regulatory requirements and company standards. Promoting a customer focused environment, acting as the voice of the customer.
- In line with policy & procedures, identify the root cause as part of fair and thorough complaint investigations, ensuring all complaint points are fully understood and responded to
- Ensure that fair outcomes are achieved for each customer based on their individual circumstances and any material distress, inconvenience or financial loss
- Accurately and consistently update the Complaints Management System providing a clear and concise audit trail
- Make referrals to clients via client serves team as/when appropriate
- Actioning general complaint queries
- Look for opportunities to identify on-going issues and eliminate repeat complaints in order to improve our overall customer experience
- Assisting the team when required by taking on additional tasks or key activities to manage workloads
- Working within and helping to maintain a customer focused team environment which is continually improving and striving to identify process improvements
- Uphold & promote The North View Group’s values in addition to ensuring we do the right thing for our Customers, Clients, Colleagues & Company
- Providing assistance and support when required to the business to improve the handling of Complaints day to day
Complaints Handler - Experience, Knowledge and Skills:
- Previous experience in a complaint handling environment (preferable but not essential)
- Experience in either Collections or Litigation
- Excellent written and verbal communication skills
- Ability to work under pressure and to be able to show a flexible and adaptable approach
- Problem solving skills
- Time management skills, with the ability to review, organise and prioritise
- Understanding own and other’s responsibilities within the department
- Ensuring accurate & timely records are maintained
- Identifying patterns and trends in complaints and assisting with the production of accurate management information
- Working within internal standards and the external regulatory and legislative framework
- Acting with integrity and protecting any business sensitive information
- Remaining conversant with the FSA Handbook and other legislation / regulation impacting on the business in the performance of the role
To submit your CV for this exciting Complaints Handler opportunity, please click 'Apply' now.
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