Description
An Experienced Complaints Handler, is required by my client, a leading UK Financial Service to take ownership of complaints transferred in to the team or correspondence relating to a new complaint and resolve in accordance with the Group Complaint Handling Standards and guidance on fair outcomes and redress.
The ideal candidate will be responsible for:
* Take ownership of the complaint and undertake any investigation required
* Consider any previous rulings from the Ombudsman as advised to them through the FOS and stage 2 teams
* Ensure complaints are identified, thoroughly and impartially investigated and resolved in accordance with the company's handling standards
* Ensure a fair outcome for the customer is achieved and due consideration is given to distress, inconvenience and financial loss
* Ensure all complaints are accurately and consistently logged on the complaints management system or complete where another member of staff has captured initial information
* Issue appropriate first stage response letter to resolved complaints
* Escalate reactivated complaints to Specialist team
* Identify local complaint issues and seek opportunities to reduce repeat occurrences and escalate as appropriate.
Ideally you would have:
Experience
* A comprehensive knowledge and experience of Banking Sales and Service Processes and product knowledge
* Thorough understanding of the Managing Customer Complaints Process
* Thorough understanding and knowledge of the Financial Ombudsman Service processes and procedures
* Possession of a Financial Planning Certificate (FPC) or equivalent would be a bonus
They are looking to a number of people for this role, and if interested please forward your CV in the first instance.
Please note you will receive an automated response advising you that we have received your CV
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