Description
A top UK Bank is looking for a Complaint Handler to work in Manchester. Please apply if you have experience working in the Banking sector and if you have Complaint Handling experience.
Purpose of the Role
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.
Key Accountabilities
*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 Group Complaint 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 (CMS) 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
*Ensures that wider issues identified through complaint handling are escalated to be addressed/corrected by the business
*Ability to demonstrate Group Complaint Handler Competence level 3
Critical Competencies: Skills and Abilities Required for the Role
*Job Family Framework, Customer Service Delivery, Clerical A/B
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
Other Significant Role Requirements
*Passion for outstanding customer service
*Good verbal and written communication
*Proven ability to manage and defuse conflict
*Proven ability to resolve disputes and agree a fair settlement
*Good attention to detail
*The ability to assess and understand all relevant information to reach a fair decision
*Demonstrate the Helpful Banking Behaviours
Technical Knowledge
*A comprehensive knowledge of key business products and services
*Thorough knowledge of MS Word
*Good understanding of complaints management system
*The ability to understand the mechanics of more sophisticated products and services
Financial Management
*Agreement and authorisation of compensation up to agreed limit
*Obtain authorisation for any redress above approved limit in a timely manner
Recruitment Zone acting as an employment business in regard to this advert.