Complaint Handler - Nottingham, United Kingdom - Kind Consultancy Ltd
Description
Kind Consultancy is working with an innovative, growing Retail Financial Services business which is now seeking a Complaint Handler to join them in a permanent full-time role paying £23000 to £25000 dependent on experience.
This is a predominantly home-basedrole requiring occasional travel to the organisation's Nottingham offices.Key responsibilities of the Complaint Handler role will include:
- Maintaining an accurate and detailed record of correspondence.
- Completing investigations and preparing responses to the client
- Ensuring all data and correspondence is maintained on appropriate databases, calculating redress and settlement offers
- Assisting in the preparation of reports and management information relating to complaints.
- Analysing cases and conducting root cause analysis. Ensuring emerging themes and issues are highlighted to drive improvements.
- Taking ownership of complaints, carrying out a full investigation through to resolution
- Proactively managing daily workloads and targets to achieve Key Performance Indicators
- Ideally has proven Complaints experience from within Financial Services and have developed the ability to handle objections effectively through to resolution and make a final decision on the merits of the complaint
- Have some knowledge of and interest in Financial Services regulations
- Are excellent listeners and communicators, with the ability to build rapport with customers and colleagues
- Are confident users of Excel, Word and PowerPoint
- Past experience in Irresponsible Lending complaints specifically would be highly beneficial
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