Up to £50,000 plus EXCELLENT bonus and benefits
Hybrid working available!
A fantastic opportunity has arisen for an experienced Customer Complaints Officer to join a specialist Banking company based in the heart of the City of London. Joining a dynamic and collaborative team, you will be working to promote and encourage a positive customer outcome and experience. For this role, it is essential that candidates have strong knowledge of FCA policies and laws referring to Consumer Duty, and candidates should come from a financial services background ( mortgage-related highly advantageous ).
Duties of the Customer Complaints Officer to include:
1. Manage and oversee the timely resolution of customer complaints, ensuring efficient handling within established timelines.
2. Proactively resolve any customer issues to address customer dissatisfaction and secure positive resolutions.
3. Conduct in-depth root cause analysis to identify and rectify any underlying problems contributing to customer concerns.
4. Perform regular analysis and research to optimize the overall customer experience, identifying areas for improvement.
5. Administer and analyze customer surveys, actively gathering feedback to measure satisfaction levels and enhance service quality.
6. Collaborate with the training team to instill a customer-focused culture among colleagues within the mortgage division.
Requirements for the successful Customer Complaints Officer:
7. Knowledge of Financial Ombudsman Service standards, FCA policies and laws referring to Consumer Duty, Treating Customer Fair and Vulnerable Customers is essential
8. Excellent communications skills, with strong judgment-making abilities to deal with complex customer needs
9. Exceptional organisational skills, with ability to assume autonomy over own work
10. Highly numerate with strong IT skills (including: Microsoft Office, Word, Excel, Outlook, PowerPoint)
What’s in it for you:
11. Private Medical Insurance
12. 26 Days Holiday plus 2 Wellbeing Days
13. Hybrid Working offering you the ability to balance your work and home life
14. Excellent career development opportunities and sponsorship of relevant qualifications
15. And MUCH MORE
This vacancy is being advertised by Montpellier Resourcing Associates Limited. The services advertised by Montpellier Resourcing Associates Limited are those of an Employment Agency.