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Complaints Handler / Analyst

Location: Borehamwood

Duration: 3 month contract

Salary: £200 per day

Hours: Monday to Thursday 8am-5pm and Friday 9am-1pm

My client is looking for experienced Complaints Handlers to support the business and reduce the backlog of complaints. Knowledge of general banking (not just PPI or PBA) will be needed to fulfil this role and also an excellent background of writing bespoke letters from scratch will be required.

Responsibilities:

  • Taking ownership of and investigating customer complaints from initial contact by customer direct through to resolution
  • Carrying out full review of all aspect of complaints in line with company policy and FCA guidelines
  • Making calls to customers regarding the investigation and resolution of their complaint
  • Liaising with internal departments when investigating complaints to find correct resolution
  • Ensuring all complaint handling activity meets agreed standard of quality
  • Maintain excellent knowledge of FCA regulation and related principles
  • Writing bespoke letters in response to complaints
  • Dealing with BAU complaints

Desired Experience:

  • Previous experience in complaints investigation as a contractor
  • Knowledge of DISP handling rules
  • Strong analytical skills and a high level of commercial awareness; be able to understand, question and challenge business processes, identify cause and effect and deliver attractive solutions
  • Ability to write bespoke letters without being reliant on standard paragraphs and processes
  • Financial Services experience
  • Experience of dealing with BAU complaints