Job Ref: 213672108

Date: 2021-05-04 15:44:51

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Title:

Complaint Handler

Based at:

Head Office – High Wycombe

Reports to:

Complaints Manager

Working Hours

Monday- Friday: 37.5 hours

Job Summary

Working within Complaints team, the post holder is responsible for dealing with  Financial Service related complaint cases, either in writing or on the telephone, analyzing information and preparing tailored responses to complaints received. The job holder must possess confidence to challenge existing processes to identify improvements; not only within complaint handling, but also other business processes. The job holder will have worked within a complaints function and must be well organized and able to meet targets, work independently as well as part of a team and able to communicate effectively at all levels.

Key responsibilities and accountabilities:

Responsibilities:

Conduct end to end complaint investigations, addressing each point raised and deciding the appropriate outcome based on the merits of each case
Gather all appropriate investigation information. Analyse and evaluate to determine the root cause to understand the reason behind complaints
Handle complaint calls when they are presented into the team.
Prepare comprehensive complaint responses, communicating outcomes clearly and concisely in a language the customer will understand

Identify areas of our systems and processes that may cause complaints and look feeding back any areas that need improvement to prevent future complaints.
Share knowledge
Produce MI
To undertake other general administrative and professional duties consistent with the purpose of the post as required.

Leadership & Behaviours:

Natural problem solver and collaborator
Team player
Approachable
Analytically minded
Adaptable and resilient
Building rapport and relationships
Accountable
Strong communicator, both written and verbal
Customer Centric

Requirements:

Experience in complaint investigation and handling, including complaints received via the FOS
Strong understanding of FCA regulations and guidance in relation to complaints, redress and root cause analysis
Excellent written communication skills and ability to distill a message clearly and succinctly
Customer focused

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