Customer Complaints Officer

New opportunity not to be missed! Our client has an exciting opportunity available for a Customer Complaints Officer to join their team based in Nottingham. The successful Customer Complaints Officer will receive a competitive salary of £21,000 - £23,000 per annum.

Our client is part of an international financial services organisation that provides customers with short term loans and other financial services. Since their inception in 1997 they have become one of the UK’s market leaders in their field with a very strong customer base.

Customer Complaints Officer Main Purpose:

The role of the Customer Complaints Officer is to deliver exceptional customer service and effective service recovery resulting in a positive outcome for the customer. In addition the role holder is able to provide professional, effective, account management and administrative support contributing to the overall success of the Quality and Complaints Department.

Key Responsibilities as their Customer Complaints Officer:

- Answer complaints in line with business complaints handling procedures. Where possible resolve customer complaints within 24 hours.

- Always adhere to FCA guidelines and meet all deadlines

- Establish when the customer is dissatisfied with the service we have provided

- Ensure customers who have suffered detriment are put in the position they would have been had an error not been made

- Liaise with relevant departments and managers, championing the customer and ensuring a speedy resolution to a complaint

- Adhere to the agreed ‘authority to settle’ levels, working with the line manager and the wider leadership team as needed

- Maintain management information records of complaints to enable the business to identify trends and feedback into the business

- Complete root cause analysis and share the learning with colleagues

- Ensure activities meet with organisational requirements for health and safety, legal requirements, environmental policies and general duty of care

- Be the customer face of the business for the Financial Ombudsman Service, collecting information when required and providing them with full replies to any questions or complaints they raise as quickly as possible

- Assess whether complaints fall within the jurisdiction of the Financial Ombudsman

- Every customer complaint is unique. Provide bespoke guidance on resolution and arrange required action to be taken to resolve complaints, working with internal or external stakeholders

- Identify and support any customer in financial hardship and ensure they’re given appropriate contact details for assistance

- Refer and register complaints to third parties where the complaint isn’t solely, or at all our responsibility

- To refer all Data Protection Act requests to the relevant Data Protection Officers and suspected fraud cases to the Fraud team

- Ensure the day-to-day delivery of the six defined fair customer outcomes across all business functions

What makes you their ideal Customer Complaints Officer?

- Good overall communication skills, both written and verbal, are essential.

- Excellent organisational and time management skills

- Judgement and decision making skills, able to consider the costs and benefits of actions chosen

- The ability to maintain a high degree of professionalism, confidentiality and discretion in carrying out all duties

- Strong analytical skills and the ability to interpret information and create reports to highlight and discuss trends

- Honest, trustworthy and exceptional empathy skills to help aid resolution

Experience and Qualifications

-  It is essential that candidates hold a minimum of 3 years’ experience of dealing with customer contacts, including replying to customers both verbally and in writing

- Intermediate level proficiency in Microsoft Word, Excel, Outlook and PowerPoint is essential

- Demonstrating understanding of AML/HMRC regulations and Consumer Fraud Awareness is desirable

- Previous industry experience and knowledge of regulatory affairs with respect to complaint handling is desirable

- FCA/FOS complaints background or similar is desirable

Don’t miss out on this fantastic opportunity to become their Customer Complaints Officer, click ‘Apply’ now!