Senior Customer Complaints Officer

New opportunity not to be missed! CURO Transatlantic Limited have an exciting opportunity available for a Senior Customer Complaints Officer to join our team based in our Nottingham contact centre. The successful Senior Customer Complaints Officer will receive a competitive salary of £25,000 – £30,000 per annum depending on experience + benefits.

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

Main Purpose of the Senior Customer Complaints Officer Role:

The role of the Senior Customer Complaints Officer is to deliver exceptional customer service ensuring customer complaints are resolved in a timely and compliant manner. The role holder will support and coach the Complaints officers while continually monitoring and improving team productivity, performance and processes.

Senior Customer Complaints Officer Key Responsibilities

- Review and approve complaint cases escalated by the Complaints Officers

- To monitor and oversee the achievement of individual agents, call centre team and overall departmental, operational and business targets

- Hold monthly Team meetings, 1 to 1’s, coaching reviews and other performance and development activities to ensure strong complaint handler competence and procedural familiarity

- To monitor and oversee the achievement of complaint handler’s targets, quality assurance and overall department targets to both internal and regulatory standards

- Produce team productivity and quality stats on the complaints department and officers

- Attend conference calls with the businesses regulators when required

- Attend month Complaints Committee meetings (travel to Leeds office maybe required)

- Assist to develop the complaints handling policies procedures contributing to the continuous development culture

In addition to the senior requirements of the role the successful candidate must also be able and willing to complete Complaint Officer work as and when required. Responsibilities of which include;

- 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 making an “expression of dissatisfaction”

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

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

- 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

What makes you our ideal Senior Customer Complaints Officer?

Skills and Knowledge

- Good communication skills, both verbal and written, with the ability to flex their own style to meet the needs of the audience

- Leadership and development of the team

- Critical thinking, using logic and reasoning to identify where opportunities exist to improve

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

- Analytical thinking, to be able to interpret information and create reports to highlight and discuss trends

Essential

- Minimum of 3 years’ experience of dealing with customer complaints, including replying to customers both verbally and in writing

- 1.5 years people management experience

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

Desirable

- FCA or FOS complaints exposure  or similar

- Relevant industry experience

- Knowledge of regulatory affairs with respect to complaint handling in a regulated industry

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

Closing Date: 28th June 2017