Complaints Officer

Close Brothers Banking
14 Sep 2018
15 Oct 2018
Contract Type
Full Time
About the Role

This role forms part of an impartial team that sits within the business and act in an independent way, while still considering the needs of the business. You will be responsible for managing the complaints recorded by the business as well as acting as a point of contact for insurance related and escalated complaints within the business.

You will need to understand the motor finance industry and be able tailor your communication styles with people at branch level as well as internal senior management. You will need to ensure that the current complaints process and procedure is used effectively, in accordance with the needs of the business, and within the rules and regulations of regulatory bodies.

You will need to ensure that all complaints received are managed effectively, documented, dealt with in a timely manner and brought to conclusion, ensuring the right outcome is gained for both the company and the customer in line with the FCA Treating Customers Fairly principles. Where applicable this will mean working in conjunction with relevant internal departments and external agencies.

Key Responsibilities

* To provide high quality and professional advice and support when dealing with telephone calls and correspondence

* To investigate the complaint competently, diligently and impartially obtaining additional information where necessary to enable a resolution to be reached

* To ensure that all complaints received are resolved successfully in line with the FCAs Treating Customers Fairly principles, liaising with all relevant parts of the business to facilitate such outcomes

* Communicate professionally with a variety of people including customers, branch staff, senior management, Close Brothers, insurers and the Financial Ombudsman Service

* Ensure compliance with Company and regulatory requirements

* Responsible for the accuracy of information recorded in the database

* Compose proficient letters

* Answer telephone line promptly and courteously

* Achieve departmental and company service standards (SLAs)

* Contribute to creating a happy team working environment

* Report any potentially serious complaints swiftly to your line manager

* Identify and report any breaches relating to complaint handling or Company procedures to your line manager

* Produce complaints management information and statistics as and when required by the line manager, Compliance Department or senior management

* Assist in identifying trends and issues arising out of complaints received to produce root cause analysis and suggested remedial action (where required)

* General office duties as and when required

* Adapt to the constantly changing requirements of the department and the company and perform additional tasks as may be required

Risk & Compliance:

Ensure that all Governance and Compliance requirements are adhered to and all reporting and reviewing activities required by the Regulatory Bodies are carried out to the standards required.

About you

Skills & Experience


* Excellent administration skills

* Organisation and multi-tasking skills

* Computer literate and strong keyboard skills

* Good communication and interpersonal skills at all levels (written and verbal)

* Negotiation skills

* Attention to detail and commitment to high standards of quality

* Understanding and reassuring telephone manner

* Team working

* Complaint handling experience essential


* Motor finance and Regulatory knowledge (Financial Conduct Authority and Financial Ombudsman Service) desirable

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