Complaints Handler
- Recruiter
- Confidential
- Location
- Southampton
- Salary
- 20000.00 - 23000.00 GBP Annual
- Posted
- 14 Jun 2022
- Closes
- 12 Jul 2022
- Sectors
- Accountancy
- Contract Type
- Permanent
- Hours
- Full Time
Job Title: Complaints Handler
Location: Hybrid working - with occasional monthly visits to our Southampton office.
Salary: GBP20,000- GBP23,000 per annum DOE
John Charcol is currently recruiting for a Complaints Handler to join their Compliance Team. The key purpose of this role is to ensure that all complaints are handled in accordance with the organisation's internal Complaints Handling Policy and Procedures, ensuring all complaints and external disputes are managed in line with the FCA regulations, fairly and accurately.
Complaints Handler duties include:
* Handling of all complaints received within the 1st and final stage of the complaint handling process.
* Completion of outbound acknowledgement and resolution calls with complainants.
* Acknowledging, drafting, and sending out complaints correspondence promptly and responding to customers within set time limits, systematically and fairly.
* Resolving customers' queries within agreed authority, investigating the cause of individual complaints, and where required, gathering information from relevant departments, and reviewing sales documentation.
* Making recommendations for fair, impartial decisions on whether to uphold a complaint in line with the organisation's policies and set mandates.
* Calculating redress and compensation in line with regulatory and FOS guidelines.
* Maintaining customer related information systems for accurate record keeping.
* Making suggestions to improve processes and documentation to reduce complaints.
* Assisting the wider compliance team with mortgage file reviews and compliance queries from the advisory department as required.
* Ensuring compliance with legal requirements, industry regulations, organisational policies, and professional codes.
Complaints Handler experience required:
* Experience in complaints handling, ideally within a Mortgages environment, wider financial services complaints handling experience will be considered.
* Good IT skills including MS Office.
* Excellent verbal and written communication skills.
* Good organisational skills and also have an eye for detail.
* Experience dealing with sensitive information
Location: Hybrid working - with occasional monthly visits to our Southampton office.
Salary: GBP20,000- GBP23,000 per annum DOE
John Charcol is currently recruiting for a Complaints Handler to join their Compliance Team. The key purpose of this role is to ensure that all complaints are handled in accordance with the organisation's internal Complaints Handling Policy and Procedures, ensuring all complaints and external disputes are managed in line with the FCA regulations, fairly and accurately.
Complaints Handler duties include:
* Handling of all complaints received within the 1st and final stage of the complaint handling process.
* Completion of outbound acknowledgement and resolution calls with complainants.
* Acknowledging, drafting, and sending out complaints correspondence promptly and responding to customers within set time limits, systematically and fairly.
* Resolving customers' queries within agreed authority, investigating the cause of individual complaints, and where required, gathering information from relevant departments, and reviewing sales documentation.
* Making recommendations for fair, impartial decisions on whether to uphold a complaint in line with the organisation's policies and set mandates.
* Calculating redress and compensation in line with regulatory and FOS guidelines.
* Maintaining customer related information systems for accurate record keeping.
* Making suggestions to improve processes and documentation to reduce complaints.
* Assisting the wider compliance team with mortgage file reviews and compliance queries from the advisory department as required.
* Ensuring compliance with legal requirements, industry regulations, organisational policies, and professional codes.
Complaints Handler experience required:
* Experience in complaints handling, ideally within a Mortgages environment, wider financial services complaints handling experience will be considered.
* Good IT skills including MS Office.
* Excellent verbal and written communication skills.
* Good organisational skills and also have an eye for detail.
* Experience dealing with sensitive information