Complaints Specialist

Location
Loughton
Salary
£25000 - £28000 per annum
Posted
15 Jun 2017
Closes
13 Jul 2017
Ref
00069925
Contact
Recruitment Genius Ltd
Function
Customer Service
Contract Type
Permanent
Hours
Full Time
This is an exciting opportunity to join a short-term finance business based in Essex who employ over 150 staff.

Main Purpose of the Role:

To be part of the complaints team and their complaints committee, helping in the resolution of customer concerns and complaints that are received through third-party companies. The department continues to look at ways to introduce new routines and practices that will support the right outcome for their customers which would include identifying any third-party complaints where regulations are not being adhered to and being able to report this to the management team, compliance team and Board of Directors. This would require someone that is energetic and innovative and that has real attention to detail to help in the continued development of the department.

Main Duties and Responsibilities:
- To ensure that the customer is treated fairly throughout the complaints process
- To ensure that all complaints are handled in a professional manner, and are in line with regulatory and internal processes and guidelines
- To thoroughly investigate complaints and identify the root cause and best outcome
- Managing your workload ensuring ad-hoc duties such as filing and tracking is organised and up to date
- To collate, maintain and track information
- Speak to customers and external businesses including Claims Management Companies (CMCs), the Financial Ombudsman Service (FOS), Solicitors and customers
- To research and investigate new third-party companies such as CMCs acting on behalf of their customers
- Help resolve issues and solve problems on all aspects of external complaints
- Send regular written updates and attend meetings as part of the Complaints Committee

This is a summary of the role and the employee is expected to undertake additional ad-hoc duties as and when necessary to fulfil the needs of the business.

Person Specification /Skills/Education and Attributes:

The ideal candidate will be adaptable, self-motivated, and possess excellent customer service skills to ensure a high quality of service is maintained. This role is ideal for someone who wishes to develop further as this role has great exposure with the leadership of their business. Successful candidates will also have:

- GCSE grade C or above in English and Maths
- Excellent verbal and written communication skills
- Strong Customer Service Focus
- Excellent Telephone Manner
- Well motivated and proactive with the ability to work without supervision
- Approachable, empathetic and considerate
- Strong knowledge of Microsoft Office (Excel and Word)
- Experience of working within the financial services sector with familiarity with the FSA/FCA and the FOS is desirable but not essential
- Candidates who are degree-educated are of high interest
- Driven to develop and further their career

All applicants should have a valid work permit to be considered.

This role requires a DBS check.

To apply, please send your CV via the "Apply now" button below.

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