Senior Complaints Handler – Financial Services (ID:3065)
A leading financial
services organisation in Warwickshire are looking for a Senior Complaints
Handler to come on board in an ongoing temporary position! This is an exciting
opportunity for anyone looking to take the next step in their career in a
well-established organisation with the potential to develop your existing skill
set! The role involves the full investigation and case management of complaints
escalated within different branches of the organisation, and requires
experience doing a similar role within the financial services sector.
You will be
responsible for the end-to-end management of complaints raised, in line with
the organisation’s and FCA standards and guidelines. A full investigation into
all correspondence will be conducted for each case to reach conclusions, and
you must ensure all compliance and regulatory standards are met. You will also
be investigating complaints referred by the Financial Ombudsman Service and The
Pensions Advisory Service too, as well as accurately identifying non-complaints
and escalating them to the right individual internally to resolve.
Investigating
trends from the incoming complaints, identifying root causes, the impact of each
complaint and analysing decisions made will also be a part of your role,
ensuring you are working towards improving systems, mitigating risk, and
enhancing the overall customer experience. You will also be responsible for
updating all documentation and communication to ensure they comply with
regulatory requirements, standard industry practice and FOS decisions too.
You must pay extremely
strong attention to detail, work accurately and analytically to reach
researched conclusions and be able to balance and prioritise your workload, when
handling extremely high volumes of cases, varying in complexity. Previous
experience liaising directly with customers and drafting bespoke final response
letters independently is essential for this position, and experience in
financial services or within insurance is preferable.
This role
requires an immediate start and is initially a 3 Month temporary position,
paying the pro-rata equivalent to £27 – 30k. The role will be both remote-working
and office-based.
If you are interested and believe you have the relevant experience, please apply online or call Sharan on 0121_633_4443 for more information on our registration process!
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