Customer Complaints Specialist

This is an exciting time to join a successful, expanding, financial services organisation, based in Slough, as a Customer Complaints Specialist.

This opportunity would suit someone with previous experience of resolving complaints through to resolution.

Experience with writing final response letters, liaising with an ombudsman, or experience in financial services would all be beneficial.

There are opportunities for some hybrid working following training.

Key Responsibilities

* Address, investigate and resolve all complaints promptly, meeting regulatory
deadlines.
* Own all customer issues through to resolution.
* Respond to the Financial Ombudsman Service timely and appropriately.
* Update the Contract Management System and Complaints database accordingly and
in a timely manner.
* Ensure Team Leader is aware of potential issues associated with work queues, delays
and complaint trends.
* Provide complaint summary that advises the SMT of current status of complaints,
detailing costs/losses to the business.
* Adhere to formal regulatory processes and policies.
* Work effectively with colleagues in support functions around the business to gain
resolution to complaint.
* Responsible for meeting individual performance targets and management of cases.
* Continually develop own knowledge and skills to ensure the correct information and
fair outcomes are provided to Customers

Skills/experience

• Experience resolving complaints through to resolution
• Experience writing final response letters
• Proven track record of working with and handling complaints
• Experience working within a financial services organisation would be helpful but not essential
• FOS (Financial Ombudsman Services) experience would be desirable but not essential

Benefits

• 25 days holiday
• Pension
• Healthcare
• Option for some hybrid working
• Chance to join a successful company going through some exciting expansion