Complaints Specialist - Manchester, United Kingdom - Kroo

Kroo

Verified Company

Manchester, United Kingdom

2 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

We're on a mission to build the world's greatest social bank. We believe that banking needs to change for the better. When money is used correctly, it can transform our daily lives and positively impact the planet.

We're a varied team of experienced tech, customer experience, marketing, legal and banking professionals and we're looking for highly motivated and inquisitive people who want to understand customer behaviour and how to deliver the best customer experience.

As a Complaints Specialist, you'll take ownership of customer complaints, investigating, resolving, and escalating complaints when necessary, as well as prove feedback and recommendations to improve processes and workflows.

Put simply, our Complaints Specialists are the customer problem solvers of Kroo

The Kroo is growing and we'd love to hear from you if you're interested in joining us in our journey.

Here's what you will be doing:

Liaising with the Customer Operations team to investigate and resolve customer complaints
Helping customers who may be vulnerable and require further support
Taking ownership of customer complaints and escalating where necessary
Collate accurate MI and provide feedback and make recommendations to improve processes and workflows
Carry out regular root cause analysis to provide information on complaints data trends
Provide support, advice and guidance to other departments across the business

Requirements:

We're looking for someone who:

At least 6 months experience in financial services, in a complaints handling role
Working knowledge of the relevant regulatory requirements for complaint handling (TCF, DISP)
A brilliant eye for detail and an ability to handle investigations with complex issues
The ability to work independently, whilst part of a team, to deliver in a fastpaced work environment
The ability to meet deadlines in line with our complaint handling processes
Excellent written and verbal communication skills and a genuine commitment to exceptional customer service

Benefits:

What we offer:

35 total days holiday (25 annual leave, 8 bank holidays, 1 Kroo bank holiday [June 24th], and 1 day off during the week of your birthday)
3 personal health days
An employersponsored volunteer programme (up to 4 hours per month supported by our partner Matchable)
Access to Spill, our mental health support partner
A workplace pension, with 5% employee contribution and a 3% employer top off
After 1 year of service, access to £500 from the Kroo Learning Fund for careerrelated L&D
All equipment you need to work remotely effectively, with a MacBook Pro as standard
Access to our modern, bustling office in Holborn, Central London, includes a full gym.
Access to our Cycle to Work scheme
Access to our Electric Car scheme
An enhanced parental leave policy
Room to grow and excel within a fastpaced, high growth startup
As of January 2023 you get full healthcare for you and your nuclear family via Vitality.

Office/remote working
**Diversity