Complaint Handler, Pensions/investments, Financial Services

Somerset  ‐ Onsite
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Description

Complaints Handler, Customer Service, Complaint Handler, Financial Services

To resolve all complaints in a timely manner ensuring that the investigation is thorough and the Treating Customer Fairly principals have been followed to reach a fair resolution for our Customers.

Full investigation and resolution of all complaints to a standard in line with TCF principles, across full range of products, services and customers including where appropriate Senior Manager Complaints within the necessary timescales.

Agree compensation and redress where customers have been disadvantaged, maintaining compliance with delegated authority limits and guidelines, in order that appropriate levels of compensation/redress are paid. Escalate issues as appropriate.

Investigate and agree redress for intermediary compensation maintaining compliance with delegated authority limits and guidelines.

Resolve follow-up correspondence that is received, in a timely manner, ensuring any outstanding queries are resolved. Analyse and feed back where issues have not been addressed in the original complaint.

Ensure that all entries onto MI systems are accurate and reflect the position of our customers' complaints at all times.

Ensure that due attention is paid to the fair treatment of customers at all times, which will include clear communications, keeping the customer informed and honouring promises made.

Experience & skills required:

  • Previous experience in a Complaint Handling role
  • Prior Financial Services experience preferred, but not essential
  • Good Planning & Organising skills
  • Able to work on own initiative, adopting a flexible approach where necessary
  • Ability to work under pressure with attention to quality & detail
  • Analytical and investigative skills with the ability to make judgements on incomplete or often contradictory evidence
  • Excellent Team Working Skills
  • Administration and customer service experience
  • Able to communicate with staff at all levels particularly Team Managers.
  • Ability to empathise and deal professionally with distressed or angry Customers on the phone.

Start date
ASAP
Duration
5 months
From
Sanderson Recruitment Plc
Published at
26.05.2018
Project ID:
1561238
Contract type
Freelance
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