Complaint Handler

Coast Specialist Recruitment
Brentwood, UK
06 Sep 2019
29 Sep 2019
Contract Type
Full Time
Servicing Complaint Handler

Coast Recruitment are delighted to be working on a complaint handling role on behalf of a long standing client in Brentwood

There is a lot to like about this company! They have excellent staff retention, a fair and engaging culture which has kept Coast candidates there for over a decade in some cases, NO shifts, paid overtime, benefits package, parking....I could go on!

We are aiming to find driven candidates with excellent problem solving and decision making skills, resilience and eye for detail

You will play a key role in enhancing the reputation of an already great company by providing customers with a friendly yet firm management of their complaints, treating them in a fair and professional manner.

Duties will include:

•To acknowledge and resolve both written and verbal customer complaints promptly and respond to them within set time limits, systematically and fairly.

•Resolving customers' complaints within agreed authority levels through investigations into root cause, to aid resolution.

•To make fair and impartial decisions on whether to uphold a complaint in line with company and regulatory guidelines.

•Using complaint information to improve customer experience and complaint handling

•Handling written and escalated telephone complaints,and DSAR requests in accordance with company policy and regulatory guidelines

•Aiding the production and/or analysis of MI for the monthly complaints report to the Board

•Maintaining appropriate records relating to all complaint activity

•Helping to develop and embed the TCF culture across the Servicing function

•The post holder will have the responsibility and authority to complete assigned tasks as defined by their Team Leader and Head of Servicing

•Ensure Customer Resolution Team meets and maintains complaint and DSAR request timelines

Essential Skills

•Solid understanding of the Dispute Resolution rules (DISP)

•Solid understanding of Treating Customers Fairly

•Ability to communicate with a wide range of people, both internally and externally

•Ability to work independently or as part of a team

•Ethical and focused on treating customers fairly

•Ability to prioritise workloads and meet deadlines

•Good knowledge of Microsoft Office including Excel and Word

•A flexible and "common sense" approach with an ability to build and successfully maintain relationships across the organisation, together with a "can do" attitude to overcoming potential challenges

•Excellent organisational skills

•Good degree of accuracy with high attention to detail

•Tact and diplomacy

•Ability and willingness to see tasks through to completion

•Excellent written and verbal communication skills

Education and Experience

•The post holder will be trained to the required standard to enable them to perform their role

•The post holder will have at least 2 years' experience gained within the mortgage/financial services industry

•Experience gained within a complaints, FOS and DSAR handling and customer service related role would be an advantage

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