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.
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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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