Job Description

We are looking for a Complaints Officer to join our Customer Complaints team in Leeds, although the role will be remote initially in the current climate.

An integral part of our Consumer Finance division, the Customer Complaints team investigate both customer complaints and Section 75 claims ensuring the highest possible standard of service is provided to our customers.

You will be responsible for making sure every customer receives a positive customer experience on every contact, and that all customers receive a fair outcome to their complaint.

Some of your key duties will include:

• Deliver and demonstrate fair customer outcomes to all HCUK customers.
• Investigate and resolve customer complaints and merchandise claims, both verbally and in writing.
• Responsible for highlighting opportunities, red flags and trends for analysis and so our customer experience and outputs can be improved.
• Capture and accurately record complaint MI to help improve our customer experience.

Required Knowledge, Skills, and Abilities

You must be able to demonstrate a true passion for delivering outstanding customer service, coupled with the knowledge of the end to end complaints process. You will have worked in a dedicated complaints role in a regulated environment, with Financial Services and Section 75 knowledge a distinct advantage. In addition, we're looking for the following skills: Ability to build strong relationships with colleagues and customers. Ability to plan your own day and priorities work effectively. Ability to you use your own initiative and think ‘outside of the box'.