Complaints Specialist

Complaints Handler

Our client, a reputable organisation in the financial services industry, is seeking a dynamic and customer-focused Complaints Handler to join their team. As a Complaints Handler, you will be providing exemplary complaint resolution and delivering exceptional customer service to ensure a fair and consistent approach for our clients. If you are a strong communicator with a passion for resolving customer issues, this is the perfect opportunity for you.

Key Responsibilities:

• Acknowledge and respond to customer complaints promptly, ensuring they are kept informed throughout the complaint process.
• Collaborate closely with operational teams to maintain effective communication with customers until their complaint is resolved.
• Implement a 'right first time' approach, addressing all points raised in each complaint to prevent repeat complaints.
• Conduct thorough research and analysis of customer communication, highlighting crucial points with a fair and reasonable attitude.
• Adhere to regulatory requirements regarding complaint handling, guaranteed service standards, and customer expectations.
• Support contact centres by becoming a subject matter expert in complaints and customer resolutions.
• Maintain accurate records of customer contact using our CMS system and contribute to the complaints log.
• Contribute as an effective team player.
• Demonstrate strong organisational skills and effectively manage workload.
• Meet strict SLAs within a high-volume environment.
• Liaise with third parties, including The Financial Ombudsman Services, when necessary.
• Assist with other customer relations tasks as needed.

What's in it for you?

- Hybrid working pattern: 2 days in the office and 3 days from a location of your choice.

• Access to attractive car schemes for you and your family.

- Excellent pension scheme: up to 6% employee contribution and 15% employer contribution.

• Generous annual leave of 25 days, increasing with service, and a holiday purchase option.
• Private Medical Healthcare coverage.
• Group Income Protection cover with Aviva, including physical, mental, and financial wellbeing services.
• Employee Assistance Programme and eye test benefits.
• Onsite gym, Sports and Social Club, and flu jabs to prioritise your well-being.
• Monthly wellbeing hour and various initiatives throughout the year to encourage a healthy mind and body, promoting diversity, equity, and inclusion.
• Dress for your day policy to create a comfortable work environment.
• Eco HQ, free parking, and a restaurant on-site.
• Two volunteering days per year to support causes you care about.
• Reward gateway voucher discounts.
• Flexible working scheme, with flexibility discussed during the interview process.

- Regular 1:1 meetings with your manager and quarterly personal development reviews.

• Numerous learning and development opportunities.
• £££ contribution towards expanding your knowledge outside of work.
• Annual events, including summer parties, BBQs, Xmas party, and fun Christmas events every December - join the fun!

Requirements:

• Prior experience in complaints handling
• Able to thrive under pressure, proactive, and take initiative.
• Possess an investigative mindset.
• Customer-centric approach, understanding the needs of vulnerable customers.
• Strong written and verbal communication skills, particularly for complaint final responses.

Don't miss out on this fantastic opportunity to join our client's dynamic team as a Complaints Handler. Apply now and take the next exciting step in your career!

Adecco is a disability-confident employer. It is important to us that we run an inclusive and accessible recruitment process to support candidates of all backgrounds and all abilities to apply. Adecco is committed to building a supportive environment for you to explore the next steps in your career. If you require reasonable adjustments at any stage, please let us know and we will be happy to support you.

Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer.

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