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