Complaints Handler

14 Aug 2019
11 Sep 2019
Contract Type
Full Time
We are currently looking for an experienced Customer Relations Advisor - with a minimum 6 months complaints experience and a FCA background.
Working with customers to understand their complaints and ensure speedy resolution whilst delivering a best in class customer experience (in line with the Company Vision, Mission and Core Values). Also ensuring that the company is kept up-to-speed with learnings resulting from complaints as appropriate.
Duties & responsibilities
•Accurate capture and registration of complaints, ensuring all internal processes and procedures are adhered to until the complaint is finalised
•Working with customers to understand complaint and ensure the right solutions are sought
•Taking ownership of the allocated cases from initial registration and keeping customer up-to-speed with progress through to finalisation
•Escalating challenging cases to Manager in a timely manner (particularly where legal advice may be required)
•Delivering a best in class customer experience in line with the Company Vision, Mission and Core Values
•Overcoming barriers to acceptance using developed interpersonal and communication skills
•Working within a team environment, building relationships and rapport with both colleagues and customers
•Ensuring compliance with appropriate legislation and regulatory bodies and adhering to company policies and procedures
•Assisting in the continuous development and implementation of systems, procedures and policies for complaints
•Participating in the reporting of and learning from complaints including - trend analysis, providing feedback/reports to the relevant departments, participation in ongoing programmes of training and development in relation to the complaint handling processes
•Written and telephonic liaison with various parties during the execution of duties, and tailoring our communication to the party we are liaising with
Personal Specification:
•Minimum grade C in GCSE Maths and English
•Previous experience within a regulated, financial complaints handling environment
•Exceptional communication and problem solving skills
•Ability to remain calm under pressure
•Inquisitive, a good listener and solution provider
•Tactful and yet assertive, with strong negotiation skills
•Ability to work to tight deadlines
•Ability to remain calm and professional at all times
•Numerate (to explain payments, financial terms etc)
What our client offer's???
• Competitive salary
• Annual/Quarterly Bonus
• Pension Scheme
• Private Medical & Dental Insurance
• Life Assurance
• 23 days holiday (rising to 28 following 5 years' service)
• Birthdays off
• Wedding/Civil Partnership Leave
• Perkbox Benefits
Working hours:
•Monday to Friday 9.00am - 6.00pm (with an unpaid lunch break of one hour, and a 30min break unpaid each day which does not form part of your working hours).
MJ Recruitment Solutions regret that only applications matching the job criteria will be responded to.
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