New opportunity as a complaints handler whereby you'll be responsible for handling and management of complaints and any associated admin tasks efficiently and to agreed timelines.
Key Responsibilities & Accountabilities
- Manage and handle complaints from initial notification through to final agreement, in line with DISP rules.
- Handle complaints constructively and in line with company and Financial Conduct Authority guidelines, escalating when a solution cannot be found.
- Provide tailored outcomes to customers, considering their individual needs.
- Liaise with customers (via telephone and email) to fully articulate outcomes and findings.
- Carry out investigations to ensure all relevant documents and information has been evaluated prior to the decision on the complaint.
- Undertake regular QA checks on complaints, ensuring our teams are handling complaints appropriately.
- Deliver to our targets and keep us in line with our service level agreements and key performance indicators.
- Analyse situations, identify issues, and find effective solutions to resolve claims queries and complaints.
- Make sure all fraud controls and processes are followed, delivering quality at every touchpoint.
- Liaise with the Financial Ombudsman Service and send files as necessary while working with the Complaints Team Leader to action decisions.
- Ensure you are compliant with all company polices and regulatory requirements with a particular focus on FCA DISP rules, Vulnerable Customers and Treating Customers Fairly.
- Deputise for Complaints Team Leader when necessary.
- Actively seek feedback, learn from experiences, and strive to enhance your skills and knowledge to improve customer service delivery.
- Play an active part in the development and training of your colleagues, ensuring the wider team has the best cross-functional coverage.
- Recommend suggestions to your Team Leader to make sure we're efficient, effective, and providing high-quality service, while keeping costs in mind.
- Identify and contribute feedback to the design and implementation of our internal processes and systems, to help improve customer experience and financial controls.
- Work on your own skills and performance to keep getting better at your job.
- Plan and schedule your daily activities to ensure deadlines are met and work is completed in a timely manner.
- Adhere to processes and procedures to ensure consistency and compliance with organisational and regulatory standards.
- Maintain accurate and timely records, files, and databases to ensure data integrity and compliance with our Data Protection requirements.
- Continuously maintain our systems through accurate data entry.
- Effectively allocate your time to address customer inquiries promptly so we can meet service level agreements (SLAs).
- Flexibly adjust your plans and workflows to accommodate shifting priorities or unexpected customer demand.
- Communication Skills
- Ensure clear, polite, and empathetic communication to understand and address the customer needs and complaints process.
- Handle conflicts calmly and diplomatically, aiming for mutually beneficial resolutions to maintain positive customer relationships.
- Be flexible and adaptable to navigate diverse customer interactions and adjust your approach based on individual needs.