The ideal candidate will ensure adherence to policies, training & competence schemes and risk frameworks at all times, whilst delivering excellent customer service in the resolution of complaints within SLAs and deadlines. TP and client values will be displayed at all times.
Responsibilities
- Work within current standard compliance processes, systems, and procedures, and report simple non‑compliance issues.
- Prepare routine letters, memoranda and reports for approval, while following up on pending issues.
- Provide quality service to customers by processing cases, dealing with complex queries, investigating and resolving customer problems, while identifying new customer retention or business opportunities.
- Produce accurate reports by collecting data from standard sources and entering it into standard formats.
- Prepare moderately complex documents using multiple computer applications (e.g., Microsoft Office) and summarise data for reports.
- Develop personal capabilities using formal and informal training opportunities.
- Process and respond to a broad range of questions and issues raised through any communication channel (in person, telephone, email, etc.).
- Collect and prepare standard data related to ongoing issues.
- Adhere to policies, training & competence schemes and risk frameworks at all times while delivering excellent customer service and resolving complaints within SLAs and deadlines.
Job Profile Summary
We are looking for a highly motivated individual who delivers on customer promises and consistently demonstrates knowledge of products, policies and procedures within work streams. Able to work flexibly across different work streams, including responding to medium‑complex/regulated complaints. Successful candidates will communicate clearly with customers and colleagues, ensuring decisions can be understood. You will enjoy a fast‑paced environment and adapt well to change.
Qualifications
- Minimum 12 months experience of complaint handling in financial services regulated environment in the UK.
- Proof of at least 1 year previous experience in complaints handling within an FCA‑regulated environment (UK).
- Excellent telephone manner, building rapport with customers and providing best‑in‑class service at every touchpoint.
- Excellent verbal and written communication.
- Organised and able to confidently manage workloads while prioritising targets and deadlines.
- Ability to handle objections while remaining professional.
- Current right to work in the UK and ability to undergo Criminal Record Check, Credit Check, CIFAS and sanctions checks and any other associated checks.
Values
- Process Excellence – Always striving to improve work.
- Collaboration – Working well with others and as a team player.
- Communication – Speaking and writing clearly and confidently.
- Emotional Intelligence – Empathising, being kind, and managing relationships.
- Open‑Mindedness – Accepting different ways of thinking and new ideas.
- Critical Thinking – Logical decision making.
- Solution Orientation – Forward‑thinking mindset focused on resolving challenges.
- Entrepreneurship – Taking ownership, embracing new tasks, and being self‑driven.
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