Complaint Handler - Cardiff, United Kingdom - 118118 Money

118118 Money
118118 Money
Verified Company
Cardiff, United Kingdom

3 weeks ago

Tom O´Connor

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Tom O´Connor

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Description

Complaint Handler

Financial Services Money
At Money, we help people every day.

Our personal loans and revolutionary credit cards have been giving folks access to the affordable credit that we believe they deserve.


Job purpose:


This position will report to the Complaints Manager in the day-to-day management and resolution of complaints regarding both our loan and cards products.


You should have first class communication skills, both verbal and written, and be able to work within the regulatory timescales.

In addition to this, you should have a good working knowledge of the Microsoft Office suite.


Key Responsibilities & Objectives:


  • Acknowledge receipt of, set and manage customer expectations for all complaints whilst remaining focused on quality at all times.
  • A calm manner and sensible approach is required, as you may have to diffuse difficult situations with an ability to show empathy for a customer.
  • You should be proactive, able to work on your own initiative, juggle competing demands and problem solve seeking first time resolution whilst effectively managing own workload.
  • Write comprehensive response letters including any holding response where required, demonstrating empathy whilst seeking resolution.
  • Record all complaints onto a database that can be analysed to provide trend information.
  • Analyse complaints data, understand root cause and to provide suggestions regarding service improvement.
  • Constructively feedback development points to other business functions to drive customer satisfaction and resolution whilst adhering to regulatory and company guidelines.
  • Respond to FOS queries on responsible lending cases.

What you'll need:


  • Previous experience of dealing with complaints in a busy, customer focused financial services environment would be desirable
  • Experience handling and investigating customer complaints is essential.
  • Indepth underwriting experience is desirable.
  • Be a customer advocate with the ability to provide consistent resolutions.
  • Proven ability to analyse data, recommending and implementing changes to enhance the customer experience.
  • Demonstrates ownership and accountability for issues with a high attention to detail.
  • An excellent work ethic with a real passion to drive improvement and a proven ability to enhance customer satisfaction levels.
  • Strong communication, relationship building and stakeholder management skills.
  • Selfmotivated, able to operate independently.
What's in it for you?

  • A competitive salary
  • Company bonus scheme if the business does well, you should get rewarded for your hard work
  • 25 days' annual leave, (plus bank holidays) increasing to 27 after two years service and 30 after five your balance starts from day 1 so don't delay and start planning your time off
  • Company pension scheme we provide an enhanced pension scheme with generous employer contributions to set you up for the future which includes life cover of 4x your base salary
  • Eye test you can claim a freebie each year, or if your needs change
  • Employee Assistance Programme we offer membership to a recognised scheme to support you and your wellbeing
  • A strong ethos of equality, diversity, and inclusion
  • Wide business exposure, in terms of business disciplines, projects and stakeholders
  • Direct contribution to business transformation and growth
  • Huge learning and career progression opportunities
  • Being valued as an individual from our team
  • Full training, support and mentoring to develop a successful career in financial services

Equal Opportunity Employer
At Money we are passionate about equality, diversity, and inclusion.

We are committed to being representative of different cultures, background, lifestyles, and groups, where everyone has an equal chance to succeed.

It is our policy to treat everyone fairly and to ensure no one is disadvantaged or receives less favourable treatment.

We recognise that everyone has different needs and while we can't accommodate every flexible working request we are more than happy to have a conversation about it.


How we handle your data


Where you apply, but are not selected for telephone screening/interview, we will delete your personal data once the position is filled.

For your rights under GDPR please see our Privacy Policy


Job Types:
Full-time, Permanent


Salary:
From £25,000.00 per year


Benefits:


  • Company pension
  • Life insurance

Schedule:

  • 8 hour shift
  • Monday to Friday
  • No weekends

Supplemental pay types:

  • Yearly bonus

Ability to commute/relocate:

  • Cardiff, CF10 4BZ: reliably commute or plan to relocate before starting work (required)

Experience:


  • Underwriting: 1 year (required)

Work authorisation:

  • United Kingdom (required)

Work Location:
Hybrid remote in Cardiff, CF10 4BZ
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