- To communicate with empathy and understanding with customers who raise a complaint.
- To investigate the complaint competently, diligently and impartially obtaining additional information where necessary to enable the correct outcome is reached
- To ensure that all complaints received are resolved successfully in line with regulatory requirements, internal policies and processes, principles, liaising with all relevant parts of the business to facilitate good customer outcomes.
- Ensure compliance with company and regulatory requirements
- Responsible for the accuracy of information recorded on the complaint management system.
- Identifying customers with vulnerability and tailoring your service to meet their needs.
- Effective at decision writing for customers to clearly communicate the complaint outcome.
- Contribute to a positive team culture and behaving in line with the code of conduct.
- Identify and report risks or issues that you identify so that appropriate action can be taken.
- Adapting to change and identifying and escalating barriers to providing a high-quality service where change is required.
- Ensure that all Governance and Compliance requirements are adhered to and all reporting and reviewing activities required by the Regulatory Bodies are carried out to the standards required.
- Excellent administration skills
- Organisation and multi-tasking skills
- Computer literate and strong keyboard skills
- Good communication and interpersonal skills (written and verbal)
- Negotiation skills
- Attention to detail and commitment to high standards of quality
- Understanding and empathetic telephone manner
- Team working
- Complaint handling experience essential
Complaints Handler - Manchester, United Kingdom - Close Brothers Group
Description
OVERALL SUMMARY
At Close Brothers we look to recruit individuals from all different backgrounds and encourage you to apply even if you don't tick every box. We celebrate diversity, promote inclusivity and are open to discuss flexible work options to help you balance your work and home life.
Join Close Brothers Motor Finance team where you will be responsible for investigating Motor complaints end to end and delivering good customer outcomes. Working as part of the Complaints team our ideal team member will have previous experience in Complaint Handler with excellent communication skills.
RESPONSIBILITIES
WE WOULD LOVE TO HEAR FROM YOU IF YOU HAVE/ARE:
We are an inclusive organisation and committed to ensuring our recruitment process is as accessible as possible to everyone. We will make adjustments for people who have a disability or long-term condition. If you need the job description or application form in an alternative format or would like to discuss the recruitment process with us, please email us at or request a call back.
ABOUT US
For roles offering hybrid working: At Close Brothers we support employees to balance their work life priorities and in this role you will be able to enjoy a mixture of hybrid working.
Close Brothers is a leading UK merchant banking group providing lending, deposit taking, wealth management services and securities trading. At Close Brothers we provide financial support and advice to small businesses and individuals in the UK. Our purpose is to help the people and businesses of Britain thrive over the long term.