Complaints Advisor

Job Title: Complaints Advisor

Salary: £25,000 per annum

Location: Peterborough (PE2)

Start Date: May 2024

As a Complaints Advisor in the financial services industry, you will be responsible for managing and resolving customer complaints efficiently and effectively. Your primary objective will be to ensure that all customer grievances are addressed promptly while adhering to regulatory requirements and company policies. You will play a crucial role in maintaining customer satisfaction and upholding the reputation of the organization.

Key Responsibilities:

1. Complaint Handling:

   • Receive and log customer complaints through various channels such as phone calls, emails, letters, and online platforms.
   • Conduct thorough investigations into each complaint, gathering relevant information and documentation to fully understand the issue.

2. Resolution Management:

   • Assess the validity and severity of complaints, prioritizing them based on urgency and impact.
   • Work closely with internal departments, including customer service, legal, compliance, and operations, to resolve complaints in a timely manner.
   • Propose and implement appropriate solutions to address customer concerns, aiming for fair and satisfactory outcomes for all parties involved.

3. Communication and Follow-Up:

   • Maintain regular communication with customers throughout the complaint resolution process, providing updates and seeking feedback to ensure transparency and build trust.
   • Document all interactions and actions taken regarding complaints accurately and comprehensively in the designated systems or databases.

4. Regulatory Compliance:

   • Stay updated on relevant laws, regulations, and industry guidelines pertaining to complaint handling and consumer protection.
   • Ensure that all complaint resolution activities comply with regulatory requirements and internal policies, maintaining a high standard of ethics and professionalism.

5. Continuous Improvement:

   • Identify trends and patterns in customer complaints, analyzing root causes to prevent recurring issues and enhance overall service quality.
   • Collaborate with cross-functional teams to develop and implement process improvements and preventative measures, contributing to a culture of continuous improvement.

Qualifications:

• Bachelor's degree in finance, business, or a related field preferred.
• Previous experience in a customer service or complaint handling role within the financial services industry is highly desirable.
• Strong understanding of financial products, services, and industry regulations.
• Excellent communication skills, both verbal and written, with the ability to empathize with customers and convey complex information clearly and concisely.
• Exceptional problem-solving and decision-making abilities, with a keen attention to detail.
• Proficiency in using computer systems and software applications for documentation and reporting purposes.
• Demonstrated ability to work well under pressure in a fast-paced environment, prioritizing tasks effectively to meet deadlines.
• Commitment to upholding ethical standards and maintaining customer confidentiality.

Benefits:

• Competitive salary package with performance-based incentives.
• Comprehensive healthcare benefits, including medical, dental, and vision coverage.
• Retirement savings plans and employee assistance programs.
• Opportunities for career advancement and professional development through training and mentorship programs.
• A dynamic and inclusive work environment that values diversity and fosters collaboration and innovation.

Join our team as a Complaints Advisor and make a meaningful impact by helping to resolve customer complaints and enhance the overall customer experience within the financial services industry. Apply now to be part of a team dedicated to delivering exceptional service and driving positive outcomes for our customers.

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The Recruitment Co. is an equal opportunities employer and we're committed to diversity and inclusion in the workplace.