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Customer Complaints Handler

Posted 7 September by Meadowbank Associates Ended

This is a new role for my client and the successful candidate will be joining a small team as Customer Complaints Handler.

The key purpose of the role is to receive, investigate and resolve informal telephone complaints received.

Key duties and accountabilities:

  • To liaise effectively via telephone, letter or email with members and other third parties when investigating complaints or providing a response to a complainant
  • To gather relevant information to allow correct complaint decisions to be made
  • To apply conduct risk principles to the resolution of complaints whilst maintaining consistency with company policy
  • To digest and apply lessons learned from earlier investigations, and case studies published by the Financial Ombudsman Service
  • To ensure that any redress or remedial action required as a result of a complaint investigation is properly administered
  • Relay customer perceptions and comments, identify and analyse opportunities to improve processes, products and/or systems, providing recommendations and evidence to support proposed implementation
  • To provide a professional and fair complaint resolution service

Key skills and experience required:

  • Must be able to communicate effectively and confidently at all levels internally and externally
  • Prior experience in customer services
  • Excellent telephone manner and listening skills
  • Excellent time management skills
  • Demonstrate strong organisation skills and the ability to work to deadlines, prioritising workflow to meet set deadlines
  • Must have an analytical approach to problem solving and an attention to detail.
  • IT skills particularly MSWord, Excel and Access
  • Financial services experience desirable but not essential
  • Experience of working within a regulated industry
  • Proven skills in written and verbal communications
  • Be able to work proactively on own initiative and also within a small team
  • GCSE (or equivalent) grade C or above in English and Maths

Hours of work: 37.5 hours Monday - Friday between 8am and 6pm (flexi time)

Holidays: 25 days + bank holidays

Onsite parking

Excellent overall package

Required skills

  • Complaints
  • Problem Solving
  • Regulated Industry

Reference: 33250144

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