We have taken an exciting opportunity for a talented Complaints Handler to join our clients’ expanding team, taking on responsibility for the reporting, investigation and resolution of complaints (with varying degrees of complexity) across various departments within the company.
You will be a true subject matter expert in complaints handling, advising the business on the appropriate approach to dealing with customer complaints, balancing the needs of the business with customers interests and ensuring that they are being treated fairly in line with Consumer Duty principles and that positive outcomes are reached.
The complaints role is extremely varied, dealing with a multitude of customers and different products across the company. This role will involve thorough investigation, analysis and bespoke responses to complaints, you will also play a key role in liaising with the Financial Ombudsman Service (FOS) whilst carrying out trend and root cause analysis for each division, providing comprehensive reporting for the business.
This role will be based in the Basingstoke office (hybrid after successful probation period) and is full time, Monday to Friday 09:00 - 17:30
Role requirements
It is important that you have a proven background in Complaints Handling in a FCA regulated environment (ideally with a sound understanding of DISP, CONC and MCOBS rules and procedures). Whilst this role will involve end to end case management of complaints, what is equally important is the reporting aspect of this role, so your analytical and presentation skills will need to be second-to-none to allow you to thrive in this role.
What is equally important is that you have a natural ability in delivering customer excellence, both in written form and by telephone, with exceptional and professional communication skills.
Extensive range of benefits offered to the successful candidate