Customer Complaints Executive
Date Added: 24th February 2020

Watford, Hertfordshire


£24,000 to £28,000

Reference: 1660

We are pleased to be recruiting for a Customer Service/Complaint Handling Executive for a financial services company in the Watford area. Working in fantastic offices with an excellent working environment and benefits package, we are specifically looking for candidates with complaint handling experience from within the financial services sector and therefore an understanding of FCA regulations. 

Salary circa £24,000 to £28,000 + bonus + healthcare + pension + 25 days holiday

As a Complaints Handling Specialist, you will be responsible for the handling of all customer related complaints, ensuring all complaints are administered, investigated and resolved in accordance with regulatory standards and company KPIs.


Overview of duties:

  • Investigate, resolve and respond to complaints within regulated guidelines.
  • Overseeing the team mailbox and ensuring all complaints are completed within KPIs.
  • Identifying the root cause of a complaint as part of a fair and through investigation.
  • Update the Complaints Management System providing a clear audit trail
  • Use the Complaints Management System to identify process improvements to ensure efficiency and compliance.
  • Escalate complaints to the Complaints Assistant Team Leader or appropriate Manager when necessary, informing them of any Legal or FOS related cases.
  • Supporting the business to improve the overall handling of complaints.
  • Liaising with other departments as necessary
  • Keeping up to date with regulatory guidelines, refreshing process when changes come into play.



Candidate requirements:

  • 2 + years previous Complaints handling experience
  • Previous Financial Service experience
  • Exceptional Customer Service skills
  • High quality verbal and written communication skills
  • Problem solving skills
  • Understanding of FLA & Financial Ombudsman regulation


Looking for the next step in your career?  Think Specialist Recruitment.

Think Specialist Recruitment is an independent support staff recruitment agency based in Hemel Hempstead and working across the Herts, Beds and Bucks area. We specialise in permanent and temporary recruitment with areas of expertise including; administration, customer service/call centre, PA/secretarial, human resources, accountancy and finance, sales admin/sales support, marketing and IT Helpdesk/IT support.

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