Complaints Investigator

Posted 17 January by Source4 Personnel Solutions

To ensure that all complaints are administered, investigated and resolved in accordance with regulatory requirements and company standards. Promoting a customer focused environment, acting as the voice of the customer

  • In line with policy & procedures, identify the root cause as part of fair and thorough complaint investigations, ensuring all complaint points are fully understood and responded to
  • Ensure that fair outcomes are achieved for each customer based on their individual circumstances and any material distress, inconvenience or financial loss
  • Accurately and consistently update the Complaints Management System providing a clear and concise audit trail
  • Make referrals to clients via client serves team as/when appropriate
  • Actioning general complaint queries
  • Look for opportunities to identify on-going issues and eliminate repeat complaints in order to improve our overall customer experience
  • Assisting the team when required by taking on additional tasks or key activities to manage workloads
  • Working within and helping to maintain a customer focused team environment which is continually improving and striving to identify process improvements
  • Uphold & promote company values in addition to ensuring we do the right thing for Customers, Clients, Colleagues & Company
  • Providing assistance and support when required to the business to improve the handling of Complaints day to day

Person / Experience Required

  • FOS or Plevin experience
  • Previous experience in a complaint handling environment
  • Experience in either Collections or Litigation (Preferable)
  • Excellent written and verbal communication skills
  • Ability to work under pressure and to be able to show a flexible and adaptable approach
  • Problem solving skills
  • Time management skills, with the ability to review, organise and prioritise
  • Understanding own and other’s responsibilities within the department
  • Ensuring accurate & timely records are maintained
  • Identifying patterns and trends in complaints and assisting with the production of accurate management information
  • Working within internal standards and the external regulatory and legislative framework
  • Acting with integrity and protecting any business sensitive information
  • Remaining conversant with the FSA Handbook and other legislation / regulation impacting on the business in the performance of the role

Please note: As you can appreciate we are currently overwhelmed with applications of individuals looking for both short term and permanent work and we can therefore only contact those applications that have relevant skills for positions that we currently have available. Should you not hear from us within a week, you have been unsuccessful on this occasion. Source4 are an equal opportunities employer and complies with all relevant UK legislation. If you are successful in your application, you will be required to attend a full registration with one of our Consultants which will involve you providing a current passport, any relevant visas, a proof of address and completing relevant tests and a full competency based interview.

Required skills

  • Complaints
  • FSA
  • Referrals

Reference: 34256842

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