Complaints Handler

Salary: £28,800 – £31,200 per year

Role: Complaints Handler

Location: Runcorn

Salary: £28,800 – £31,200+ DOE

Monday – Friday between 8:30am – 17:30pm

Our client, based in Runcorn is currently looking to recruit a Complaints Handler to join their team on a full-time, permanent basis.

Duties:

• To investigate, resolve and respond to complaints made by clients, always ensuring their fair treatment.
• Manage own workload, ensuring all complaints are handled within FCA and business deadlines, from receipt to resolution ensuring a fair outcome is reached following TCF principles
• For each complaint, establish telephone and contact with clients to gain a full understanding of their complaint. Progress this to a fair outcome as quickly as possible.
• Make follow-up contact to discuss any resolution reached
• Complete a thorough investigation into the root cause
• Create, maintain, and develop open and productive relationships with relevant internal business units and external third parties as appropriate
• Ensure internal systems are updated and information held is accurate
• Able to report on complaints data, spot trends and offer ideas for continuous improvement
• Keep up to date with regulatory and legislative changes, with particular attention to FOS decision-making and outcomes
• Adherence to company and regulatory policy and procedures

The successful candidate will possess the following:

• Experience within the financial services industry
• Knowledge and experience of complaint handling within a contact centre or similar environment
• Knowledge of financial services external bodies. Most notably, the Financial Conduct Authority (FCA) and Financial Services Ombudsman (FOS)
• Working knowledge of GDPR
• Excellent communication skills, both verbal & written
• Knowledge of MS Office such as Excel, Word, Teams and Outlook

If you feel like you would be a good fit for the above role, please.