Complaints Handler

Salary: £33,600 – £34,800 per year

Complaints Handler

• Location: Bracknell
• Salary: Dependent on experience
• Working Hours: Monday – Friday, 9AM – 5:30PM
• Job Type: Permanent

The primary purpose of this role is to support the Complaints Manager and the Business with the handling of all complaints; ensuring fair outcomes are achieved in line with company policy and regulatory requirements. This will include:

• Financial Ombudsman Service (FOS) complaints
• High Reputational Risk Complaints
• Third Party Complaints
• Root Cause/Trend Analysis
• Complaints Reporting and
• Treating Customers Fairly (TCF)
• Analyse data, identifying areas and trends providing remedial suggestions to policy and service matters
• Ensure regulatory and legislative compliance, including DISP/MCOB rules
• Give direct input into driving a continuous improvement culture within the Team and wider business areas

The successful candidate, will have the following related skills / experience:

• Previous complaint handling skills in a financial services / regulated environment
• Excellent PC skills (Word, Excel, and PowerPoint)
• Knowledge of TCF/DISP
• Working knowledge of FOS
• Ability to analyse and interpret DISP/MCOB guidelines
• Strong communication skills both written and verbal as well as the ability to negotiate with staff and external agencies at all levels
• Attention to detail
• Analytical and able to solve problems
• Ability to organise and prioritise own workloads
• Accustomed to using own initiative/being proactive
• Ability to work as part of a larger team
• Relationship Management skills
• Self-motivated, flexible with drive and enthusiasm
• Negotiating and Influence