Complaints Specialist - London, United Kingdom - Fintellect Recruitment

Fintellect Recruitment London, United Kingdom

3 weeks ago

Banking / Loans

Description

Complaints Specialist

My client is a newly launched lender specialising in both credit card and debit accounts - they are now looking for a Complaints Specialist to join their growing Operations team.

The successful candidate will split their time between handling customer complaints across all products, services and channels as well as corresponding administration duties that will allow for improved efficiency across the Complaints department.

The Complaints Specialist will log and work all complaints within agreed internal and regulatory timescales, ensuring all complaints worked are to the highest quality and with an independent lens to ensure fairness.

The Complaints Specialist will also be responsible for ensuring complaint themes and opportunities are fed back to the business on a regular basis.

You will be a passionate, proactive and customer focused individual whose priority is to resolve complaints, moving detractors to promoters and ensuring that the relevant areas in the business has clear sight of all learning opportunities.

The Complaints Specialist will be dedicated to ensuring fair customer outcomes in every interaction.

This opportunity is 5 days office based

Responsibilities of the Complaints Specialist:
Prepare complaints cases ready to be worked by the team Review inbound complaints daily ensuring all incoming complaints are logged appropriately on the system
Gather relevant information and evidence for inbound complaints, to allow for easier, faster complaints resolution when it comes to the full investigation
Ensure that all complaints have been acknowledged within regulatory timeframes
Taking calls from customers who wish to register their complaints with the complaints department and logging the complaint

Submit case files for the Financial Ombudsman on the teams behalf – to ensure that all FOS files are submitted within deadlines.

Handle customer complaints received via all contact channels, fairly and thoroughly to ensure that the right outcome is reached.

Resolve complaints within agreed SLAs, managing your workload effectively to ensure all complaints are logged, acknowledged, investigated and resolved promptly against both internal and regulatory expectations.

Work all FOS complaints within required timescales and any other complaints that include third parties, such as CMCs.
Assess complaints and make redress recommendation to demonstrate a fair and reasonable solution.
Create and maintain RCA in collaboration with your team members. Presenting to key stakeholders on a regular basis.

Be an advocate for preventing customer detriment within the business – sharing findings from RCAs and generally highlighting areas of opportunity to the business.

Making suggestions on improvements that can be made with processes to reduce the volume of complaints at the source.
Record all customer information on accounts, ensuring all details are accurate and in line with company policies and procedures.
Take ownership of queries, liaising with the relevant departments where needed to ensure the customer receives the appropriate response within agreed SLA's
Liaising with the Financial Ombudsman service on complaints raised to them
Support the front line team with escalated expressions of dissatisfaction.

Requirements of the Complaints Specialist:
At least 2 years demonstrable experience of handling complaints within a Financial Services environment across numerous contact channels
Experience working within the Banking environment with extensive product knowledge in both Credit and Debit Card products.
Experience in broader Collections cycle and a good understanding of vulnerability
You have a natural passion for delivering outstanding customer experience.

You understand the importance of treating all customers fairly and have a demonstrable track record in going the extra mile for the customer.

Excellent written, listening and communication skills. With proven experience in writing bespoke responses to complaints.
Strong Microsoft excel skills.
Familiar with FCA regulation, FOS and Consumer duty as it pertains to the treatment of customers within financial services
You are curious by nature and have the ability to think on your feet
You demonstrate a proactive and creative approach towards problem solving, to both customers and colleagues

Operations is a key part of our business, which means you'll have the opportunity to make a huge impact in our brand reputation.

You will need to be versatile and embrace the prospect that no two days are the same.

What's in it for you?

Be part of something This is a rare opportunity to join a consumer-driven business in its infancy, bringing to market a suite of exciting new products.

As our funding is secure, this is the best of start-up environments.
We have overcome huge hurdles, gaining a lending license and creating a fully-plumbed, working app. We now need experts like you to help us shift into the next stage of our growth.
Be part of a small, motivated and specialised team who look out for one another and with a giant shared ambition, enjoy a collegiate spirit
You will enjoy access to the entire business, gaining a wealth of experience from colleagues with a raft of skillsets and start-up experience
Birthdays off
Personal days/charity/volunteering days
Buy and sell holidays (up to five days)
Social calendar
Cycle to Work scheme
Regular lunch and learn sessions
Personal training budget
Free drinks fridge and snacks

Complaints Specialist

4 weeks ago

Kroo London, United Kingdom

**What We're All About at Kroo** · Kroo has a big vision. To be the first bank that is both trusted and loved by its customers.We're helping people take control of their financial future and achieve their goals, whilst making a positive impact on the planet. · Here at Kroo, doing ...
Complaints Specialist

4 weeks ago

marshmallow London, United Kingdom

**Our mission**: · Definitely not a sweet shop. · We're the tech company making insurance more accessible and more affordable for as many people as possible. · We're proud of our journey so far. We've helped hundreds of thousands of customers get fairer cover, all while being rat ...
Property Complaints Specialist

4 weeks ago

Alexander Mann Solutions (AMS) London, United Kingdom

**Job Description Summary**: · We are AMS. We are a global total workforce solutions firm; we enable organisations to thrive in an age of constant change by building, re-shaping, and optimising workforces. Our Contingent Workforce Solutions (CWS) service partner with Zurich to su ...
Gi Complaints Specialist

4 weeks ago

Alexander Mann Solutions (AMS) London, United Kingdom

**Responsibilities of the role**: · - Demonstrating empathy towards customers, whilst understanding the context of their challenges. · - Investigating all complaints in a fair, consistent and effective way, engaging with a wide range of stakeholders as appropriate. · - Identifyin ...
Complaints Specialist

3 weeks ago

Smart Recruit Online Uxbridge, United Kingdom

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 ...
Complaints Specialist

3 weeks ago

Fintellect Recruitment London, United Kingdom

Job DescriptionComplaints Specialist · My client is a newly launched lender specialising in both credit card and debit accounts - they are now looking for a Complaints Specialist to join their growing Operations team. · The successful candidate will split their time between handl ...
Complaints Specialist

2 weeks ago

Antella Travel Recruitment London, United Kingdom £45,000

Fluent German Speaking Travel Resoultion Specialist · Our client is a leading high-end travel and concierge company offering a travel and lifestyle concierge service to their members. · They are now recruiting for a Fluent German Speaking Travel Resolution Specialist · who wil ...
Complaints Specialist

2 weeks ago

Vodafone United Kingdom

Press Tab to Move to Skip to Content Link · Business Area: Local Commercial Operations · Full Time / Part Time: Full Time · Contract Type: Permanent · At Vodafone, we're working hard to build a better future. As a dynamic global community, it's our human spirit, together with ...
Complaints Specialist

2 weeks ago

Pepper UK Uxbridge, United Kingdom

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 ...
Complaints Specialist

2 weeks ago

Contact Centre Recruitment Slough, United Kingdom

**Complaints Specialist** · **Salary: £28,000 ongoing temp position** · **Location: Slough** · To contribute to the delivery of 'Best in Class' service by responding to and processing all customer/dealer enquiries through the provision and collation of timely and accurate informa ...
Complaints Specialist

3 weeks ago

Siemens Stoke Poges, United Kingdom

You will work as a Complaints Specialist as part of the Customer Relations team to provide evidence based dispute resolution for both Customers and Partners. This role is within the Operations department and provides enhanced levels of customer service for customers with more com ...
Complaints Specialist

4 weeks ago

CORNERSTONE TELECOMMUNICATIONS INFRASTRUCTURE LIMITED United Kingdom

Order Specialist Theale MAIN PURPOSE OF ROLETo manage the incoming applications from 3rd party customers (non-Anchor Tenants) and collaborate with the Anchor tenants on obtaining approvals under the Right of First Offer process in line with the MSA. Be first point of contact for ...
German Travel Complaint Specialist

1 week ago

Euro London Appointments Greater London, United Kingdom

You are passionate about luxury and top-notch service? You have a flair for selling and organising luxury travel? Here is an amazing opportunity to work for a leading luxury travel and leisure company, based in Central London. We are recruiting on their behalf for a German-speaki ...
Complaints Specialist

1 week ago

DST Systems Basildon, United Kingdom

Overview · Investigation and resolution of all complaints received by SS&C by telephone or in written format, whilst complying with SLA's and Regulatory requirements. · - Investigate complaints thoroughly and document findings · - Discuss outcome of investigation with the complai ...
German Travel Complaint Specialist

3 weeks ago

Euro London Appointments Greater London, United Kingdom

You are passionate about luxury and top-notch service? You have a flair for selling and organising luxury travel? Here is an amazing opportunity to work for a leading luxury travel and leisure company, based in Central London. We are recruiting on their behalf for a German-speaki ...
Senior Service Complaints Specialist

2 days ago

Reed London, United Kingdom

Senior Residents Services AssociateLocation: Central London Salary: up to£32,000 per annum Are you passionate about delivering unparalleled customer service and ready to elevate the living experience of residents? · If you answered yes, then we have an exciting opportunity for y ...
Housing Complaints Specialist

23 hours ago

Morgan Hunt London, United Kingdom

Morgan Hunt are currently looking for a Housing Complaints Specialist to work with our Client in Surrey. · Job title: Housing Complaints Specialist · Location: Surrey · Pay rate: per day LTD (depending on experience) · Contract: on-going - potential permanent opportunity · **_HYB ...
Complex Complaints Specialist

2 weeks ago

Vodafone United Kingdom

Press Tab to Move to Skip to Content Link · Select how often (in days) to receive an alert: · Business Area: Local Commercial Operations · Posting Country: United Kingdom · Full Time / Part Time: Full Time · Contract Type: Permanent · At Vodafone, we're working hard to buil ...
Complaints Resolution Specialist

1 week ago

Pinnacle Pet Group Borehamwood, United Kingdom

**Job Details** · The main function of this role is to assess complaints received from initial analysis and investigation through to conclusion, resolving informally where possible. Including communication of the decision with the insured, in a timely and efficient manner whilst ...
Complaints Specialist

1 week ago

S4 Personnel Ltd Slough, United Kingdom contract

Ref: 1840 · Job Title: Customer Service - Complaints Handling (Temporary) · Length of Assignment: Ongoing Temporary · Pay: £25,000 - £29,000 · Location: Slough · Our client is a blue-chip company who offer second-to-none customer service. They are looking for an experienced comp ...

Complaints Specialist - London, United Kingdom - Fintellect Recruitment

Description