Complaints Handler

Complaints Handler

My client is a newly launched lender specialising in both credit card and debit accounts - they are now looking for a Complaints Specialist to join their growing Operations team.

The role of the Complaints Handler is a hybrid role. The successful candidate will split their time between handling customer complaints across all products, services and channels as well as corresponding administration duties that will allow for improved efficiency across the Complaints department. The Complaints specialist will log and work all complaints within agreed internal and regulatory timescales, ensuring all complaints worked are to the highest quality and with an independent lens to ensure fairness.

The Complaints Handler will also be responsible for ensuring complaint themes and opportunities are fed back to the business on a regular basis. You will be a passionate, proactive and customer focused individual whose priority is to resolve complaints, moving detractors to promoters and ensuring that the relevant areas in the business has clear sight of all learning opportunities.

The Complaints Handler will be dedicated to ensuring fair customer outcomes in every interaction.

Responsibilities of the Complaints Handler:

• Prepare complaints cases ready to be worked by the team Review inbound complaints daily ensuring all incoming complaints are logged appropriately on the system
• Gather relevant information and evidence for inbound complaints, to allow for easier, faster complaints resolution when it comes to the full investigation
• Ensure that all complaints have been acknowledged within regulatory timeframes
• Taking calls from customers who wish to register their complaints with the complaints department and logging the complaint
• Submit case files for the Financial Ombudsman on the teams behalf - to ensure that all FOS files are submitted within deadlines.
• Handle customer complaints received via all contact channels, fairly and thoroughly to ensure that the right outcome is reached.
• Resolve complaints within agreed SLAs, managing your workload effectively to ensure all complaints are logged, acknowledged, investigated and resolved promptly against both internal and regulatory expectations.
• Work all FOS complaints within required timescales and any other complaints that include third parties, such as CMCs.
• Assess complaints and make redress recommendation to demonstrate a fair and reasonable solution.
• Create and maintain RCA in collaboration with your team members. Presenting to key stakeholders on a regular basis.
• Be an advocate for preventing customer detriment within the business - sharing findings from RCAs and generally highlighting areas of opportunity to the business.
• Making suggestions on improvements that can be made with processes to reduce the volume of complaints at the source.
• Record all customer information on accounts, ensuring all details are accurate and in line with company policies and procedures.
• Take ownership of queries, liaising with the relevant departments where needed to ensure the customer receives the appropriate response within agreed SLA’s
• Liaising with the Financial Ombudsman service on complaints raised to them
• Support the front line team with escalated expressions of dissatisfaction.

Requirements of the Complaints Handler:

• At least 2 years demonstrable experience of handling complaints within a Financial Services environment across numerous contact channels
• Experience working within the Banking environment with extensive product knowledge in both Credit and Debit Card products.
• Experience in broader Collections cycle and a good understanding of vulnerability
• You have a natural passion for delivering outstanding customer experience.
• You understand the importance of treating all customers fairly and have a demonstrable track record in going the extra mile for the customer.
• Excellent written, listening and communication skills. With proven experience in writing bespoke responses to complaints.
• Strong Microsoft excel skills.
• Familiar with FCA regulation, FOS and Consumer duty as it pertains to the treatment of customers within financial services
• You are curious by nature and have the ability to think on your feet
• You demonstrate a proactive and creative approach towards problem solving, to both customers and colleagues
• Operations is a key part of our business, which means you’ll have the opportunity to make a huge impact in our brand reputation. You will need to be versatile and embrace the prospect that no two days are the same.

What’s in it for you?

• Be part of something! This is a rare opportunity to join a consumer-driven business in its infancy, bringing to market a suite of exciting new products. As our funding is secure, this is the best of start-up environments.
• We have overcome huge hurdles, gaining a lending license and creating a fully-plumbed, working app. We now need experts like you to help us shift into the next stage of our growth.
• Be part of a small, motivated and specialised team who look out for one another and with a giant shared ambition, enjoy a collegiate spirit
• You will enjoy access to the entire business, gaining a wealth of experience from colleagues with a raft of skillsets and start-up experience
• Birthdays off
• Personal days/charity/volunteering days
• Buy and sell holidays (up to five days)
• Social calendar
• Cycle to Work scheme
• Regular lunch and learn sessions
• Personal training budget
• Free drinks fridge and snacks

Please note this role is based in the office in London (st Pauls) 4 days a week.