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Senior Complaints Handler

  • Location: Bradford, United Kingdom
  • Salary: £21,500 per year
  • Job Type:Permanent

Posted 2 months ago

  • Sector: Front-Line Talent
  • Contact: Lucy Waddock
  • Contact Email: lwaddock@merje.com
  • Start Date: ASAP
  • Expiry Date: 27 August 2021
  • Job Ref: LW/17855

A fantastic opportunity for an experienced Senior Complaints Handler to join a vibrant, creative and flexible working atmosphere.As a Senior Complaints Handler, you will take responsibility for complex escalated customer enquiries and complaints in relation to regulated financial products. You will analyse and investigate each complaint, taking appropriate action to reach a resolution in the interest of the business and the customer.

 

37.5 Hour Monday- Friday 9-5

 

Responsibilities

  • Effectively manage complaints regarding regulated products and ensure response to within prescribed regulatory timescales

  • Responsible for dual regulated, pre litigation, GDPR and other complex complaints

  • Provide support and guidance for junior team members, act as a point of contact and deputise for team leader as required

  • Ensure that complaints are dealt with in the most appropriate way, are properly investigated and dealt with effectively to reach an appropriate outcome

  • To liaise with service providers by telephone and in writing in order to provide a high quality of service for our customers

  • Responsible for own caseload and achievement of regulatory deadlines

  • Record complaints accurately and completing administrative duties relevant to the role

  • Proactively identifying solutions through root cause and providing feedback where applicable to prevent potential ongoing issues

  • Review complaints for learning and service improvement

  • To be committed to the fair treatment of customers and demonstrate a reasonable and proportionate approach to complaints management

 

About You

  • Good understanding and knowledge of FCA regulatory requirements.  (Including DISP and FOS)

  • Excellent letter-writing skills

  • Good understanding of the principles of TCF

  • Experience in dealing with complex customer complaints

  • Excellent Customer Service

  • Good verbal, written and interpersonal skills

  • Able to use own initiative

  • Good PC skills including Microsoft Word and Excel, Financier & Charter

  • Educated to GCSE level or equivalent in Maths and English (A-C)