Job Ref: 212902494

Date: 2020-12-14 16:02:32

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Everyday Loans is looking for an experienced complaints handler to join the team in our Head Office in Bourne End. With an enviable track record of growth, Everyday Loans is the market leader in the UK in Branch Based unsecured loans, supported by a dedicated team at our Bourne End office.

You will assist the Senior Customer Resolutions Manager and Head of Risk and Compliance in the operation of the Everyday Loans Complaints Function, ensuring all activities are compliant with FOS complaint handling rules and FCA guidelines. This will include overseeing and managing the complaints process and everyday loans database, ensuring consistency of responses and adherence to timelines and acting as a key point for new complaints into everyday loans.

Key Responsibilities

* Prepare, review and agree responses to complainants

* Demonstrate excellent customer service skills and knowledge

* To understand, commit and participate fully in managing service beyond customer’s expectations and to company standards

* To support and adhere to the Core Values of Everyday Loans including Outstanding Customer Service and ELL’s TCF Policy and to execute these behaviours to their full extent and intent.

* Responsible for the timeliness and accuracy of all record-keeping functions and reports in respect of complaint monitoring

* Actively share best practice with the branch network and Central functions

* To effectively and efficiently complete all duties and responsibilities as assigned, to company standards

* Assist in maintaining the company complaints procedures, providing regular recommendations to the business.

Skills

Knowledge of Industry and complaint handling.

Numerate and literate – a proven track record and good reporting skills.

Positive, flexible, hands on, can do attitude.

Ability to problem solve and make quick decisions when required.

Working closely with line managers and colleagues to deliver an excellent service provision to the business.

Rewards

Successful applicants will be provided with comprehensive training and may involve staying away from home during the first few weeks during induction; accommodation is provided. Salary is competitive alongside a quarterly bonus scheme. This is supported by an extensive range of benefits:

Private Healthcare for you and your partner

Life Insurance

Excellent company pension 3% employee to 8% employer contribution

25 days holiday plus Bank Holidays (you can even buy and sell holiday days if needed!)

Dental Plans

Health MOT's

Gym Discounts and Cycle to Work vouchers

Taste discount cards

Techsave scheme

Everyday Loans is committed to being a great place to work, and also has an active Employee Forum, Social and Charity Committee's, and is also a proud foundation partner with MindSet magazine – the UK's leading mainstream magazine dedicated to the health of the mind, supporting our dedication to supporting healthy minds and mental health in the workplace

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