Complaint Handler - Investor Services
To manage the resolution of customer complaints within given timescales. Responsibilities: Managing complaints through to resolution. Making decisions on whether to uphold or reject the complaint based on the evidence researched and presented. Direct and continuous tailored personal contact with customers to ensure a positive customer experience during the complaint process. To effectively communicate the outcome of your investigations to the customer and relevant business areas, including difficult decisions. To manage a portfolio of complaints in a target driven environment with responsibility for maintaining the required levels of productivity and quality. To liaise with key stakeholders in the business to identify root causes of complaints and ensure remedial action is taken. Requirements: Complaint handling experience is essential. Excellent communication skills. Performance driven & motivated by targets. Ability to confidently take ownership of customer contact. Excellent written skills. Excellent attention to detail. Ability to assess complaints and impartially come to a decision as to how to resolve them. Maintaining robust MI in line with FCA regulatory requirements. Help others to resolve complaints at FPOC. Compensation/redress determinations and experience of CASS regulations.