Our client, a global leader within the financial services industry, is currently recruiting for a Complaints Handler to join their team in Ipswich. This is a fantastic opportunity to join a company that pride themselves on providing a dedicated and trusted service to their clients.
The main focus of the role will be to resolve complaints in line with the company’s complaint handling policy. You will deal with all complaints professionally and pro-actively and engage with customers to resolve at the earliest opportunity.
Key Accountabilities & Responsibilities:
* Pro-actively engage with customers to understand the reasons for the dissatisfaction and resolve the complaints via telephone calls, emails, and letters
* Pro-actively engage with the Operations team and oversee summary resolution complaints and handover
* Ensure information relating to borrowers and their loans is current and accurately recorded on the systems
* Ensure that all complaints have been full investigated and addressed, and that any customer harm is captured and acted upon
* Liaise professionally with third parties e.g. Solicitors, Lenders and Regulators and understand their specific requirements
* Liaise professionally with clients in relation to ad-hoc requests
* Assist with training to new team members, support induction training in relation to complaint resolution
* Undertake root cause analysis of complaints and complete reports
* Collate and deliver complaint reporting to clients/ internal stakeholders
Skills & Experienced Required:
* Confident telephone manner
* Thrive under pressure, whilst maintaining quality
* Willingness to study towards full CeMAP qualification
* Ability to organise workload to meet deadlines
Our client boasts a vast list of fantastic benefits, including:
* Competitive basic salary
* Generous holiday entitlement scheme, with the opportunity to purchase extra leave
* Company matched Pension Scheme (up to a specified limit)
* Life Assurance
* Regular company social and sporting events
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