Complaints Handler (Financial Services)

Meridian Business Support
Cardiff (Caerdydd)
12 Feb 2018
18 Feb 2018
Contract Type
Full Time
Meridian Business Support is actively recruiting for an experienced Complaints Handler for our leading Financial Services organisation in Cardiff.

Based on a 3 month temporary contract (which could be ongoing) this is an exciting and challenging position for a highly motivated, customer focused and confident individual with experience within a complaint department within Financial Services.

Reporting to the Complaints Manager, the role will involve the day-to-day management and resolution of complaints. The successful candidate will also be a key point of contact for colleagues when addressing customer queries/issues, ensuring that an appropriate resolution is achieved.

The role requires a candidate with strong financial services knowledge and experience to ensure that complaints are dealt with and tracked in a timely manner to reach a unanimous outcome. First class communication skills, both verbal and written, together with good working knowledge of the Microsoft Office suite are essential.

Your key responsibilities and objectives will include:

* Acknowledge receipt of customer complaint and manage customer expectations for all complaints whilst remaining focused on quality at all times.
* Write comprehensive response letters including any holding response where required, demonstrating empathy whilst seeking a resolution.
* Record all complaints onto the internal database that can be analysed to provide trend information.
* Have the ability to constructively feed back development points to other business functions to drive customer satisfaction and resolution whilst adhering to regulatory and company guidelines.
* Be proactive, have the ability to work on your own initiative, juggle competing demands and problem solve issues, seeking first time resolution whilst effectively managing own workload.
* Undertake any other reasonable tasks as requested by the management.

A calm manner and sensible approach is required with an ability to show empathy for a customer, as you may have to diffuse difficult situations

Skills & Knowledge required for the role:

* Previous experience of dealing with complaints in a busy, customer focused financial services environment would be highly advantageous.
* Customer focused with the ability to provide consistent resolutions.
* Proven ability to analyse data, recommending and implementing changes to enhance the customers' experience.
* Demonstrates ownership and accountability for issues with a high attention to detail.
* An excellent work ethic with a real passion to drive improvement and a proven ability to enhance customer satisfaction levels.
* Strong communication skills.
* Self-motivated, able to operate independently.

Due to the nature of the role and the Industry to which the role is based within, all successful application will be expected to complete a standard level DBS, Credit and Identity check.

Meridian Business Support is acting on behalf of our Client as a Recruitment Business

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