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Complaint Handler

  • Location:

    Bedworth, Warwickshire

  • Sector:

    Admin & Secretarial, Contact Centre, Customer Service

  • Job type:

    Permanent

  • Salary:

    Up to £19380 per annum

  • Contact:

    Mona Abdelatt

  • Contact email:

    Mona.Abdelatt@brookstreet.co.uk

  • Job ref:

    353434_1577444093

  • Published:

    8 months ago

  • Duration:

    Permanent

  • Expiry date:

    26/01/2020

  • Startdate:

    ASAP

Job Description

Complaints Handler

Hours: 37.5 hours per week, Monday to Sunday 8.00am to 8.00pm

Salary: £19,380 per annum

Location : Bedworth

1 in 4 Saturday

No Sunday working

Key Relationships:

  • Customers
  • All internal departments at all levels
  • Manufacturers and D&G Repair Network
  • FCA/FOS/Arbitration Service

Job summary:

To work within the complaints team, to manage, investigate and resolve customer complaints in a timely manner considering the customer journey at all touch points. Keeping TCF principals, the company promise and regulatory requirements at the heart of all decisions made.

Responsibilities:

  • Acknowledge complaints promptly and respond to them within set time limits, consistently and fairy;
  • Resolve customers' queries within agreed authority, investigating the cause of any complaints, gathering information from relevant internal or external sources to ensure thorough investigation;
  • Make fair, impartial decisions on a complaint in line with investigation findings / company & regulatory frameworks;
  • Ensure accurate records are kept detailing issues raised, investigation findings and conclusions;
  • Ensure compliance with legal requirements, industry regulations, organisational policies and professional codes;
  • Provide timely feedback that impacts on the day to day activities of the business;
  • Keep customer informed at regular intervals on the progress of their complaints (including acknowledgement and final response letters as applicable);
  • Ensure the customer has a clear understanding of the outcome of their complaint.

Systems Knowledge:

  • Customer Centric CRM systems;
  • Microsoft Office Package;
  • Complaints Management System.

Personal development:

  • Gain a good understanding of legislation e.g. Data Protection Act, and FCA Dispute Resolution;
  • Maintain full working knowledge of client products and services;
  • To ensure own responsibility for personal development areas, and agree appropriate opportunities with your line manager.

Skills

  • Excellent verbal and written communication skills;
  • Able to prioritise workloads and meet deadlines;
  • First class interpersonal skills, able to communicate with a wide range of people;
  • Ethical, focused on treating customers fairly;
  • Courteous yet assertive;
  • Trustworthy and reliable;
  • Organised and methodical;
  • High attention to detail;
  • Computer literate;
  • Respect for business and customer confidentiality;
  • Good objection handling skills.

Knowledge

  • Understanding of Treating Customers Fairly.
  • Excellent understanding of investigations & FCA Dispute Resolution processes and FOS guidelines;
  • Excellent understanding of FCA TCF principals.

Experience

  • Experience of handling complaints in a volume driven environment;
  • Experience in Customer Service or similar customer facing roles.
  • Prior experience in financial services;
  • FCA/FOS knowledge;
  • Experience of Regulated Complaint Handling.

Qualifications

  • A-C GCSE English or equivalent;
  • A-C GCSE English or equivalent.
  • Level 3 Certificate in Regulated Customer Care (CeRCH).

Technical Competencies

  • Excellent Keyboard Skills;
  • Excellent Telephone Skills.
  • Advanced Keyboard Skills;
  • Customer Centric CRM Systems;
  • Ability to formulate clear and jargon free correspondence.
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