Complaints Handler - London, United Kingdom - Lloyd Recruitment Services Ltd

Lloyd Recruitment Services Ltd

Verified Company

London, United Kingdom

3 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Complaints Handler - FCA Complaints

Lloyd Recruitment Services are delighted to be recruiting on behalf of one of our leading clients, a FTSE250 financial services organisation, that seek an experienced Complaints Handler to handle all informal and formal complaints within regulatory guidelinesand support the department and business to minimise the number of complaints received.

To £27,260 Office based in Wimbledon 2 days
Pension Life Assurance
Private Medical Insurance 25 days holiday plus extra day for Christmas shopping
Interest free season ticket travel loan Subsidised gym membership
Cycleto work scheme Fantastic long term career opportunities within this FTSE250 organisation**
Key responsibilities:

Recording, thorough investigation and attempting resolution of customer complaints in a timely manner in line with the Company process and KPI's.
To be accountable for allocated complaints and ensure progression to resolution
Liaise with the appropriate business areas when investigating and resolving complaints
Provide feedback to the Manager with regards to complaint outcomes and any trends identified
Make provisional decisions as to whether compensation is due to the customer
Ensure that all work is carried out to a high level of accuracy and ensure compliance with all company and other relevant standards/regulations at all times (including Conduct Risk)
Keeping accurate and consistent records of investigations and decision making in line with industry best practice standards.
Supporting the process of delivering feedback to business areas on their complaints handling practices.
Developing and maintaining industry knowledge of the latest regulatory guidance and business best practice to continually improve customers' post sales experience.

Skills & experience required:

Other attributes:

Good communication skills, both verbal and written
Customer focused
Problem solving skills with the ability to translate problems and find resolutions
Excellent organisational skills with the ability to meet tight deadlines at short notice
Good IT and software skills, with Excel
Confident in presenting complex information in a clear and concise manner
Strives to deliver performance targets and drive business improvements to contribute to the success of the business
Experience of working to tight deadlines.