Complaints Handler

Alliance Trust Savings Limited
07 Nov 2017
15 Nov 2017
Contract Type
Full Time
Overview Here at Alliance Trust Savings we are currently going through an exciting period of growth and change, and as such we are always looking for the right people to join our business. We currently have job openings for 2 Complaint Handlers to join our business on a permanent basis in our Dundee office. This job will involve working within a team of complaints handlers managing customer’s complaints in line with Financial Conduct Authority rules and guidelines supporting the business in completing a full investigation providing fair outcomes for customers. The Role Responsibilities Manage service quality and customer complaints in accordance with SLAs Liaise with the customer and other parties as appropriate via various media (e.g. written, telephone) ensuring a complete record of all information gathered or given is maintained. Work collaboratively to ensure a fair outcome for the customer Provide a consistently high level of accuracy and attention to detail Deliver excellent customer service including appropriate management of customer expectations in line with ATS values and appropriate conduct rules Provide MI to ensure trends and issues are identified to support improvement, particularly in regards to risk and controls. Assist in the delivery of regulatory returns as directed Ensure full understanding of the Company’s quality standards and expected standards of service in support of this role Key Risk Responsibilities Risk event and error recording, including referring business owners to the correct process to ensure visibility of process failures and resultant customer impacts. Root cause analysis and oversight of corrective actions to ensure closure of the control weaknesses, provide feedback to the business where required What you'll bring You will come with previous experience in a complaints handling role preferably within a regulated company, along with an understanding of FOS and FCA regulations. Interpersonally you will demonstrate strong communication skills both verbal and written, as well as having an ability to challenge in a diplomatic and articulate manner. Experience of dealing with SIPPs an ISAs would be desirable but not essential. What you'll get in return This role will offer you exposure to a variety of client groups across all 3 of our platforms, as well as allowing you visibility to a multitude of internal stakeholders, as a result of our business model. You will also benefit from investment in your development through professional qualifications that essential for this certified role. To Apply If you feel you have the relevant skills and experience that we have outlined, and are looking to work for a business that offer a competitive package and centrally located modern offices, then please click the section below "Additional contact options" and apply through the link provided under contact instructions