Job Description

You will be responsible for investigating, resolving, and responding to complaints received via a variety of channels including telephone, email, letter, and live chat. The key objective is to deal with complaints in a timely and fair manner whilst adhering to business and regulatory guidelines.

• To ensure that all complaints are handled within timescales & FCA guidelines maintaining a high standard of response which is accurate, concise and professional
• Maintain appropriate records relating to all complaint activity using internal systems
• To provide a high-level overview of urgent/priority cases where required to the Senior Management Team
• To identify trends and root cause of complaints making recommendations for improvement where necessary
• Clearly and confidently communicate decisions with sound justification
• To produce high quality written correspondence to customers and the Financial Ombudsman Service (FOS) which are in line with our Quality Assurance guidelines
• Develop and maintain industry knowledge, including regulatory and legislative changes, with particular attention to FOS outcomes
• To provide feedback using predefined procedures and processes to help the business
• To contribute to the development and success of the Company by taking an active part in team and operational meetings
• To work within our regulatory framework and adhere to our Quality Assurance Programme.

Required Knowledge, Skills, and Abilities

• A proven track record of delivering high standards of customer care in a similar role
• Excellent communication skills both verbal and written
• Attention to detail with focus on achieving first time quality
• Ability to work autonomously taking ownership for your own workload
• Ability to problem solve autonomously or as part of a team
• Flexible, with the ability to adapt to changing requirements