Complaints Handler

To investigate, resolve and report on complaints received for Property and Savings customers, providing the highest level of customer experience and delivery fair and justified customer outcomes. The complaints handler will be responsible for the handling and response of complaints into the business, as well as interaction with the Financial Ombudsman Service on behalf of the business

Client Details

Complaints Handler, Basingstoke:

A Financial Services Business / New Bank that focus on Savings and Mortgages including specialist applications. The business have modern offices close to public transport and have free parking.

Description

Complaints Handler, Basingstoke:

• Detailed, considered and informed investigation and analysis of all complaints providing a customer with a fair and thorough response of complaints received for all business lines particularly for Property customers, covering Mortgages and bespoke specialist lending, savings products and consumer finance.
• Contact Internal and external parties for information is required to investigate and close a complaint.
• Resolution of complaints within SLA, complying with regulatory deadlines and rules.
• Liaison with the Financial Ombudsman Services in relation to escalated complaints
• Ensure the complaints database is updated and that all information is accurate.
• Handling of complex inbound and outbound telephone calls and other forms of communication.
• Make Redress recommendations to demonstrate a fair solution.
• Capturing and documenting all complaints as documented in the internal policies and procedures.
• Root cause analysis provided on all complaint investigations and feedback provided. Alert Team Manager to any trends identified.

Profile

Complaints Handler, Basingstoke:

• You will have worked in FSA regulated environment - Ideally within property, mortgages or savings environment
• You will have worked with FOS (Financial Ombudsman Service)
• You will be really strong in looking into complex financially based customer complaints
• You will have strong interpersonal skills

Please Note: In an effort to save your time I am keen to highlight that without the above experience you will not get an interview.

Job Offer

£28,000 to £32,000 plus excellent package