Job responsibilities: Ensure customers are treated in a fair and consistent manner. Manage the process relating to customer complaints and/or disputes. Take ownership of individual cases from receipt to conclusion. Handle cases to the highest standard of customer care and resolve them satisfactorily and in accordance with The Financial Conduct Authority and Treating Customers Fairly principles. Ensure all complaints are handled within FCA guidelines and timescales. Ensure that responses are clear and demonstrate that a thorough investigation has been undertaken. Ensure KPI's and Quality Audit results are consistently achieving expectations. Person Specification: Proven experience of working complaints or existing knowledge in this area Excellent negotiation and influencing skills Excellent written and verbal communication skills with experience of writing letters Strong verbal and written communication skills Great active listening skills with the ability to evaluate what you hear, and then offer the right outcome for both the business and the customer The ability to work independently but also in a team Strong interpersonal skills with the ability to communicate effectively at all levels A methodical approach to work with the ability to analyse information quickly and efficiently Ability to work to tight deadlines whilst maintaining a high level of accuracy and thrive in a busy, fast paced environment. Benefits: We offer a competitive salary and excellent benefits package, including 22 days annual leave (rising to 25 days) plus bank holidays, pension, training and development, life assurance, healthcare scheme, subsidised gym membership, on- site parking, canteen and an active social committee. Please note this is an on-site role. We are a 2023 Circle Back Initiative Employer - we commit to respond to every applicant