Investigation Case Handler

Selection Group Ltd
£18k - 21k per year
10 Nov 2017
16 Nov 2017
Contract Type
Full Time

This is a fantastic opportunity to join a growing financial services organisation based in Leeds, my client is seeking experienced Complaints Handlers to speak to customers and help resolve complaints, highlighting root causes, and developing creative process improvements. You will be responsible for the full investigation of the complaint and responding to the customer appropriately through phone or letter. You'll really take the time to understand the customers' individual circumstances, and truly want to make a difference. The successful candidate will have experience of working within complaints, handling the full investigation and decision making process.

Duties will include:

  • Respond to complaints both in writing and verbally, delivering excellent customer service whilst managing reputation and regulatory risk at all times
  • Conduct a full investigation into the complaints through various means
  • Achieve closure targets
  • Maintain knowledge and application of regulatory requirements
  • Identify root causes and issues, provide creative ideas to drive improvement

Skills & experience required:

  • Excellent letter writing skills (including spelling, punctuation & grammar)
  • Adept at conflict management and excellent influencing skills
  • Customer focused with excellent customer service skills - TCF application
  • Strong attention to detail and excellent organisational skills
  • Achieved GCSE Grade B or above in English and maths or equivalent or qualified by experience
  • CSA, ICT qualifications or desire to work towards these qualifications essential
  • Experience of complaints resolution essential
  • Experience of MS Word, Excel, and Outlook essential
  • Knowledge of FCA disp' rules essential
  • Knowledge of legislative and regulatory requirements essential
  • Knowledge of lending codes of conduct essential

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