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.