You will be a true subject matter expert in complaints handling, advising the business on the appropriate approach to dealing with customer complaints, balancing the needs of the business with customers interests and ensuring that they are being treated fairly in line with Consumer Duty principles and that positive outcomes are reached.
The complaints’ role is extremely varied, dealing with a multitude of customers and different products across the company. This role will involve thorough investigation, analysis and bespoke responses to complaints, you will also play a key role in liaising with the Financial Ombudsman Service (FOS) whilst carrying out trend and root cause analysis for the business.
This role will be based in Basingstoke office (hybrid working available after successful completion of the probationary period) full time, Monday to Friday 09:00 - 17:30
What we are looking for in you…
It is important that you have a proven background in Complaints Handling ideally in a FCA regulated environment (ideally with a sound understanding of DISP, CONC and MCOBS rules and procedures). Whilst this role will involve end to end case management of complaints, what is equally important is the reporting aspect of this role, your analytical and presentation skills will need to allow you to thrive in this role.
What is equally important is that you have a natural ability in delivering customer excellence, both in written form and by telephone, with exceptional and professional communication skills
Salary description
£28000.00 - £32000.00 per year