- Progress complaints within agreed timescales, recording information relating to the complaint accurately
- Conduct root cause analysis to identify trends, suggest process improvements and communicate lessons learnt.
- Provide a service that delights the customer, ensuring that they are satisfied with the outcome.
- Previous experience within a complaints handling role within a regulated environment
- A financial services background would be beneficial to your application, in particular in the area of FCA complaint handling.
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Complaints Handler - United Kingdom - Premium Credit Limited
Description
Complaints HandlerLeatherhead, Surrey (Hybrid model)
Competitive salary in the region of £27,00 per annum [depending on experience]
~ A workplace pension scheme
~ Hybrid working, with very occasional collaborative days in our Leatherhead headquarters
~25 days annual leave (plus bank holidays), with options to purchase and sell up to 5 days holiday per year (pro rata)
~ Coaching and mentoring, continual support, and opportunities for internal progression
~ Support and investment in your personal development
~24/7 access to Employee Assistance Programme and Mental Health First Aiders
Premium Credit is the leading provider of insurance premium finance and a range of annually charged services, including tax, regulatory and accountancy fees, sports season tickets, memberships and school fees in the UK and Ireland.
5 million customers through a network of almost three thousand partners- and growing.5, a Net Promoter Score of +78, a Glassdoor rating of 4.4 and a Silver Sustainability medal.
This is an exciting time of growth for us, and we need a Complaints Handler to help us continue this success and support our customers.
Reporting to the Complaints Manager, the Complaints Handler will manage the resolution of customer complaints, keeping them informed throughout the process.
You'll be responsible for the investigation, resolution and reporting of customer complaints, gathering appropriate documentation and recording information correctly. Investigate and resolve complaints using defined policies and procedures and with PCL and FOS guidelines.If you're someone who thrives in a fast-paced, customer-focussed environment, able to work collaboratively with others and are looking to make a difference, this is a brilliant opportunity to advance your career to the next level with our sector-leading company.
At Premium Credit, you will be supported to develop and expand your skills, knowledge and experience.To be considered as our Complaints Handler you will need:
Stage 2:
If successful, we'll arrange a Telephone Evaluation call to get to know you and your motivations, tell you more about the role and Premium Credit Limited, and answer any questions you may have.
During the call we'll also ask you to provide work-related examples in response to 2 customer service based questions.Stage 3: If both you and we agree to continue, we'll set up a video interview with the Hiring Manager and a representative from HR.
Depending on the role, a successful interview will either result in an offer or a second video interview with a stakeholder from the team.
Stage 5:
If you are successful following the video interview process, then we will extend a verbal offer , which will be followed up in writing if you verbally accept.
We are committed to providing reasonable adjustments or accommodations for applicants, so if you need assistance or support during the recruitment process, please let us know on the application form or by sending an email toTo ensure you can work from home efficiently you will be asked to provide your internet speed at the application stage.
Premium Credit are an equal opportunities employer with a strong and passionate commitment to Diversity, Equality and Inclusion in the workplace.
We welcome applications from all sections of the community and encourage people from all backgrounds to apply. We are open to part-time working and job share.By submitting your application, you agree that Premium Credit may collect your personal data for recruiting and related purposes.
All postholders will be subject to appropriate pre-employment vetting procedures and a satisfactory Disclosure & Barring Service (DBS) check prior to appointment.
Research tells us that women, particularly, feel this way.
