Key Responsibilities
* Investigate and resolve customer complaints in a timely, fair, and thorough manner, ensuring all regulatory, company, and consumer duty standards are met.
* Ensure that all complaint resolutions are guided by the principle of achieving the right outcomes for customers.
* Liaise with customers to gather relevant information, provide updates, and communicate outcomes clearly, empathetically, and professionally.
* Maintain accurate and detailed records of all complaints, investigations, and resolutions in line with regulatory and consumer duty requirements.
* Collaborate with internal teams (e.g., Compliance, Product, Operations) to ensure effective resolution of complex cases, always considering the impact on the customer.
* Identify trends and root causes of complaints, providing feedback and recommendations for process improvements that enhance customer outcomes.
* Ensure all complaint handling activities comply with industry regulations, company policies, data protection requirements, and the principles of consumer duty.
* Stay up to date with changes in relevant regulations, consumer duty guidance, and best practices in complaint handling.
Key Skills & Experience
* Experience in a customer service or complaints handling role, ideally within a regulated environment (e.g., financial services, insurance).
* Strong investigative and problem-solving skills, with a focus on achieving fair customer outcomes.
* Excellent written and verbal communication skills.
* Ability to manage sensitive situations with empathy and professionalism.
* High attention to detail and strong organisational skills.
* Knowledge of relevant regulations, complaint handling standards, and consumer duty principles.
Qualifications
* Minimum GCSEs (or equivalent); further education or relevant professional qualifications are desirable.
* Training in complaint handling, customer service, regulatory compliance, or consumer duty is an advantage.
Personal Attributes
* Customer-focused with a commitment to delivering fair and right outcomes.
* Resilient and able to work under pressure.
* Proactive and solution-oriented.
* Discreet and able to handle confidential information appropriately.
* Strong sense of integrity and responsibility towards consumer duty.
Why Join Us?
* Competitive salary and benefits package
* Flexible working and holiday options
* Pension, enhanced parental leave, and life insurance
* Discounts on technology, travel, and leisure
* Learning and development opportunities
* Volunteering and charity support days
Join a company that values innovation, growth, and its people. Apply now to take the next step in your career.
We are an equal opportunities employer, committed to hiring a diverse and inclusive workforce. We do not discriminate on the basis of race, colour, gender, religion, disability, age, sexual orientation or any other characteristic protected by law.
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