Complaints Specialist - Uxbridge, United Kingdom - Smart Recruit Online

Smart Recruit Online

Verified Company

Uxbridge, United Kingdom

3 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Are you an experienced
Complaints Specialist looking to rise to a new challenge?

Pepper Advantage is one of the leading specialist loan servicing companies in the UK and we are currently looking for a Complaints Specialist with proven experience in complaint handling within a mortgage context, who can work as part of a dynamic team in our
Uxbridge office.

If you are open to a new opportunity and would like to chance to work within an organisation which can offer competitive benefits and career progression, then this is the role for you.

As a Complaints Specialist, your key responsibilities will include:

liaising with the Financial Ombudsman Service (FOS)

- helping to maintain working relationships with servicing partners to further enhance efficient operations
- supporting with the day-to-day management of complaint handling
- resolving informal complaints within three business working days following a complaint being recorded
- investigating complaints in line with the Internal Complaints Procedure (ICP)
- resolving complaints in line with the FCA rules
- ensuring all complaints pro-flow queues are managed in a timely manner and kept to within Service Level Agreements (SLA)
- being responsible for daily interaction with complaint customers and other associated third parties, accurate processing of data onto IT systems and ensuring that workloads are processed efficiently and effectively in accordance with agreed targets, policies, and procedures
- assisting, when required, with third party auditing

Benefits:

Private Medical Insurance
Salary Sacrifice Pension matched up to 8%
25 days holiday with Length of Service
Season ticket loans
Cycle to Work Scheme
EAP
Enhanced Maternity & Paternity
Wellbeing days
Volunteering days
Eye care reimbursement
Payroll giving
Reward & Recognition Program
Discounted RAC vehicle breakdown
Discounted gym memberships
Life Assurance

Info:

This Complaints Specialist position is a hybrid role and there will be an expectation (following an initial training period), of three days a week office attendance.

Essential Skills:

Strategic thinking with the ability to turn illdefined opportunities and problems into clear strategic paths
Demonstrating a good understanding of regulatory requirements and the impact these have on the business
Evidencing the ability to effectively relate to the customer and communicate pertinent information in a cohesive and relevant manner
Excellent analytical, abstract reasoning, and organisation skills
Detailorientated and able to work to tight deadlines
Able to think creatively and make effective decisions

About Company:

We currently operate in nine jurisdictions across the UK, Europe, and Asia Pacific, and have over US$50 billion in assets under management.

We employ more than 1,100 people to look after 65 clients and 1,000,000 end-users - and we're growing fast.

Through heavy investment in tech-enablement and data and analytics, we are driving operational efficiency, empowering clients, and expanding our remit all over the world.

Working across commercial and residential real estate, personal and SME loans, credit cards, asset finance, and point of sale, our advanced credit intelligence platform enables us to arrive at the best solutions for our clients and their customers, and always pushes for the right outcome, whatever financial journey they're on.

As an employee of the Pepper Advantage community, you'll be part of a unique global-scale data network, giving you access to all the latest market trends and opportunities.

You have to be in it to get the full Advantage

Essential Requirements:

Strategic thinking with the ability to turn illdefined opportunities and problems into clear strategic paths
Demonstrating a good understanding of regulatory requirements and the impact these have on the business
Evidencing the ability to effectively relate to the customer and communicate pertinent information in a cohesive and relevant manner
Excellent analytical, abstract reasoning, and organisation skills
Detailorientated and able to work to tight deadlines
Able to think creatively and make effective decisions