Job Description

• Managing the preparation of initial letters and acknowledgment letters for the Complaints team
• General administration of the Complaints system, to include correctly logging complaints and assigning/distribution of work to the Complaint Officers
• Management of the complaints mailbox
• Answering the telephone in a professional manner and occasionally making calls to customers and or brokers/motor dealers.
• Management of the Search and Decline queries received into the business to include investigation into these on a high level when required.
• Management and investigation into Credit Reference Queries and issuing responses.
• Logging/requesting engineer reports from selected providers.
• Issuing of responses to PPI queries received from customers.
• Investigation and resolution and conclusion of non-complex complaint cases.
• Providing a high level of customer service (both on the telephone and internally within the business).
• When required, issuing FOS rights letters and summary resolution communications on informal complaints.
• Preparing and collating complaint files when cases are referred to the Financial Ombudsman Service and drafting covering letters.
• Managing and maintaining department spreadsheets
• Updating/drafting of internal procedures
• Adhere to the FCA Conduct rules

We what we can offer you:

• Competitive salary
• Pension scheme
• Life insurance
• 25 days holiday + bank holidays + increased holiday entitlement subject to long service
• Enhanced maternity, paternity and adoption pay scheme

Required Knowledge, Skills, and Abilities

Computer skills (Microsoft Office, Outlook) at intermediate Level. Customer service skills. Excellent written and verbal English. Excellent telephone manner and communication skills. Attention to detail and organized. Committed and reliable. Takes pride in their work. Ability to manage own workload. Experience working in a Financial Services/FCA regulated environment. Complaints experience.