Complaints Handler

COMPLAINTS HANDLER Manchester city centre - Deansgate Salary - £22,000 pa Hours - Monday - Friday 8am - 6pm (no weekends) Full time permanent role IMMEDIATE START ABOUT THE CLIENT: Our client is an award-winning investment service that has been informing investors for more than 20 years. Providing unbiased financial information as well as the tools and trading environment they need to make confident and educated investment decisions. Comprehensive investing and trading service is underpinned by a strong focus on delivering great value and helping customers take control of their financial futures. KEY RESPONSIBILITIES: Manage all customer complaints including those sent to Exco. Manage FOS complaints in a timely manner and ensure that we learn from FOS decisions and adapt our future policies where appropriate Produce good quality detailed letters in a non jargon manner making sound decisions on compensation and decisions Record appropriately the root cause of each case and the reason why you have arrived at your decision Ensure that you work to the best of your ability and meet good productivity levels Give help and guidance to less experienced members of staff to give good customer outcomes explaining your decision Ensure that ownership is taken for complaints and keep your customer informed of progress Demonstrate at all times that you are operating within disp rules set by the regulator Continually and appropriately challenge policy, processes and procedures, driving improvements Work as part of a team, supporting colleagues and promoting a positive work environment & team spirit Adhere to the Treating Customers Fairly and VC principles Show flexibility and help support the wider customer service team in times of need Complete mandatory training SKILLS / EXPERIENCE: Understand FCA complaint handling regulations and framework is essential Understand the FCA Vulnerable Customer guidance Understand the principles of Treating Customers Fairly Ability to write clear and concise letters with the correct level of investigation and detail to provide the customer the correct outcome Must be able to manage workloads and operate with internal and FOS timescales Clear communicator and strong team player Demonstrated passion and drive for delivering the best outcome Moving with speed - delivering faster and better Decisive and take ownership of outcomes Not afraid to challenge and be open to challenges If you are interested in this vacancy please APPLY NOW or speak to Katerina at our Manchester branch on for more information. Cordant Group is an equal opportunities employer