Complaints Handler 3 views
- Postal Code LS27 0HH
- Salary Offer £21000
- Salaries 0 ~ £20.000
- Experience Level Junior~Mid
- Total Years Experience 0~5
£21,000 salary + amazing benefits
Full time, Permanent
* JANUARY START DATE AVAILABLE *
We are working with a leading Financial Services company who are looking to expand their Complaints team. We are looking to hire several experienced complaints handlers with Financial Services experience.
The role of complaint handler is to ensure the successful resolution of complaints made to the company mainly by telephone, but also covering online and letter, meeting all quality assurance standards.
Using skilful negotiation, alongside in-depth business knowledge, complaint handlers are required to comprehensively investigate each customer complaint to find the correct and fairest outcome for both the business and the customer. This will include ensuring: the correct decision is applied to either uphold or reject the complaint; all relevant actions are completed, and appropriate compensation is paid.
Complaint handlers will be required to use empathy and build relationships with both customers and key contacts throughout the business, including senior management, to ensure successful outcomes for customer complaints, to prevent an escalation to the Financial Ombudsman Service (FOS).
It is essential that as a complaint handler, you are able to demonstrate strong call handling expertise with the ability to deal with difficult situations and remain calm under pressure, even when dealing with the most challenging or sensitive complaints.
When required, to produce bespoke written responses to customer complaints, delivering complex information into clear, concise customer communications written to company standards, without error.
To ensure a high standard level of accuracy and grammar is sustained within our written communications.
·PREVIOUS EXPERIENCE IN FINANCIAL SERVICE COMPLAINTS IS ESSENTIAL
·A strong awareness of financial services complaints and quality assurance standards, FCA and regulation requirements within the financial industry
·Demonstrate an understanding of vulnerable customers and ability to identify them
·Knowledge of specialist areas including Section 75, Fraud, Collections Strategies, and standard service complaints
·Strong call handling expertise with the ability to deal with challenging situations and remain calm under pressure, even when dealing with the most challenging or sensitive complaints.
·Strong written communication skills
·Self-confidence to challenge ‘the norm’ and can prepare detailed and relevant constructive arguments.
·A high level of accuracy and attention to detail
·Effective listening, questioning and negotiating skills
·Excellent organisation and prioritisation skills
·Ability to listen and build rapport and understanding with customers
·Excellent levels of accuracy and attention to detail
·Ability to work on own initiative and in a pro-active manner
·Ability to work to targets and tight timescales
·Confident Decision Making
·Highly Motivated and can inspires others
·Able to respond flexibly to business needs by taking responsibility for urgent cases, while managing an existing workload.
TO APPLY NOW, OR FOR FURTHER INFORMATION PLEASE SEND US YOUR CV