Complaints Handler –

The desired candidate will be highly flexible and able to prioritise a busy work load, working at a fast pace with minimal supervision. Communication levels both written and verbal must be of a high standard and confidence when dealing with customers, colleagues, Business Partners, FOS is essential.

Experience with complaints handling would be advantageous.

Responsibilities

• Deal with the logging of incoming complaints
• Identify complaints to be handled by the company and those to be handled by third parties
• Acknowledge complaints
• Liaise with firms to obtain client files and case reports
• Thoroughly investigate and correctly resolve regulated and non-regulated complaints using the current documentation and in accordance with procedures and FCA Dispute Resolution (DISP) Rules
• Ensure fair customer outcomes and treat customers fairly
• Provide recommendations for the resolution of the complaint and draft any response
• Identify and escalate systemic issues (root cause analysis)
• Liaise with Advisers, Business Owners, staff providing them with guidance on procedures, interpretation of regulations and company policy in respect of complaints and the outcome of individual complaints
• Notify firms and advisers of complaints received and outcomes, including FOS
• Deal with FOS on complaints they are investigating
• Maintain spreadsheets, maintaining audit trails and producing MI

Skills and Requirements

• Excellent communication skills both verbally and in the construction of letters, reports and e-mails
• A methodical, logical approach with a keen eye for detail
• The ability to work to challenging targets and deadlines and to maintain the quality of results whilst under pressure
• Dynamic, solution oriented approach
• The ability to prioritise workloads and work to tight deadlines
• Able to work well as an individual and as part of a team
• Self-motivated with a positive and “can-do” attitude
• IT skills and experience including Word, Excel, Outlook
• Professional qualifications with regard to Mortgage / Insurance Advice e.g. CF1/CF6 will be required and will be an advantage at recruitment