Our client, who are within the Mortgage industry are looking for a fully remote working Complaints Handler to join their team. The business has gone through a recent period of expansion which has resulted in a large recruitment drive. This is a really exciting time to join them!
The role will involve generating responses to complaints which may be of a complex nature or with regard to a wide range of topics, in an accurate and timely manner in adherence with policy, procedure and regulation. You will act as a process and investigative expert for both simple and complex tasks supporting improved customer outcomes.
Daily Duties for the Complaints Handler include:
- Plan and prioritise allocated workloads against agreed service standards.
- Take ownership for investigating and responding to internal and external requests accurately and efficiently.
- Competent in handling complaint calls and/or transactions and resolving challenging customer communications and queries to effective resolution.
- Ensure all work completed is done so in accordance with applicable regulation, procedure and policy whilst utilising judgement to resolve issues and record trends.
- Resolve queries or referrals from both within and outside of the team.
- Consider risk when completing daily activities.
- Provide technical knowledge as a subject matter expert (SME) and represent your area of specialism where required.
To be considered for the Complaints Handler role you will have the following skills and experience:
- Experience and knowledge of working within Financial Services is essential.
- Able to embrace change whilst adopting a positive attitude.
- Experience of working in a target driven environment centred on customer delivery.
- Understanding of Microsoft office applications.
- Able to interpret and respond clearly and effectively to verbal requests over the telephone or in writing.
- Understanding numerous/complex customer administration processes and policies.
- Experience of working in a customer facing/engagement environment and resolving customer complaints.
- Possess technical knowledge within the financial services industry around simple and complex queries and transactions.
Whats in it for you?
- Some of their benefits include:
- Fully Remote working (No need to attend the offices. You can live anywhere in the U.K)
- All I.T equipment supplied
- Employee Well-being hub
- Full remote training
- Up to 7.5% annual bonus
- Frequent staff incentives which include high street vouchers
- Employee assistance and welfare programme
- Private healthcare
- Subsidized gym memberships
- Annual awards
- PROGRESSION!
The hours of work are Monday to Friday 9am -5.30pm with 1 hour for lunch.
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