Role; Complaints Manager
Salary; Upon Experience
An exciting opportunity has arisen in a leading Financial services client based in Petersfield.
Coming with a strong customer centric background, you will be tasked to manager the Complaints Team on a day to day basis. Key responsibilities include to ensure that a high standard of complaint handling is delivered, making sure that both the interests of the customer and the company are represented clearly, fairly and fully.
To ensure that that complaints are handled in accordance with the FCA DISP rules taking into account the principals of TCF and forbearance and that the customer is provided with the required information regarding their right to refer to the Financial Ombudsman Service if they are dissatisfied with our resolution.
The Complaint Manager's role is to ensure that the company fulfil this function by ensuring that each case is considered individually and on its merit taking into account any relevant circumstances.
The aim is to provide the complainant with a thorough and detailed investigation of their complaint regardless of whether it is justified or not.
In addition, valuable feedback and root cause analysis is provided via a reporting process to the Exco and other Departments within the business, as to the nature of number of complaints coming into the business and the outcome of FOS referrals.
In this way the company can monitor its products and services to ensure that improvements can continually be made.