Servicing Complaint Handler - Brentwood, United Kingdom - Nicholas Howard

Nicholas Howard

Verified Company

Brentwood, United Kingdom

1 week ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Nicholas Howard Limited is delighted to be recruiting for a new and exciting role as a Servicing Complaint Handler.

Based in Brentwood, the purpose of the role is:

To acknowledge and resolve both written and verbal customer complaints promptly and respond to them within set time limits, systematically and fairly.
Resolving customers' complaints within agreed authority levels through investigations into root cause, to aid resolution.
To make fair and impartial decisions on whether to uphold a complaint in line with company and regulatory guidelines.
Using complaint information to improve customer experience and complaint handling
To acknowledge and respond to Data Subject Access Requests (DSAR) in accordance with company and regulatory guidelines.

Key Accountabilities:

Personal Conduct

Adhering to, and promoting adherence to internal values and the FCA's Conduct Rules by rolemodelling and upholding these standards in all activity undertaken.
Acting with integrity, due skill, care and diligence; being open and cooperative with Swift's regulators; paying due regard to the interest of customers and treating them fairly; and observing proper standards of market conduct.

Complaint Handler:

Handling written and escalated telephone complaints, and DSAR requests in accordance with company policy and regulatory guidelines.
Aiding the production and/or analysis of MI for the monthly complaints report to the Board.
Maintaining appropriate records relating to all complaint activity.
Helping to develop and embed the TCF culture across the Servicing function.
Ensure Customer Resolution Team meets and maintains complaint and DSAR request timelines.

The above duties are not an exhaustive list. The job holder may be required to undertake additional duties as the needs of the business dictate, which may include other areas of the business.

Essential Skills:

Solid understanding of the Dispute Resolution rules (DISP).
Solid understanding of Treating Customers Fairly.
Ability to communicate with a wide range of people, both internally and externally.
Ability to work independently or as part of a team.
Ethical and focused on treating customers fairly.
Ability to prioritise workloads and meet deadlines.
Good knowledge of Microsoft Office including Excel and Word.
A flexible and "common sense" approach with an ability to build and successfully maintain relationships across the organisation, together with a "can do" attitude to overcoming potential challenges.
Excellent organisational skills.
Good degree of accuracy with high attention to detail.
Tact and diplomacy.
Ability and willingness to see tasks through to completion.
Excellent written and verbal communication skills.

Education & Experience:

The post holder will be trained to the required standard to enable them to perform their role.
The post holder will have at least 2years experience gained within the mortgage/financial services industry.
Experience gained within a complaints, FOS and DSAR handling and customer service related role would be an advantage.