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Red Door Recruitment Limited
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Watford, Hertfordshire
Customer Service Complaints Assistant
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Job Type: Full-time |
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Salary: £25,000 per annum |
Overview
Please note due to the current situation with COVID-19 there may be a delay in the recruitment process for this role We are recruiting for a Customer Service Complaints Assistant to join a well-established company based in Croxley Green. Team members are viewed as the company’s biggest asset and you will be treated as a member - not just an employee. You will be offered the opportunity to build an international career within a leading global company This role is offering a salary of up to £30k with fantastic benefits, excellent training and development programmes. The successful candidate will be joining a friendly team, within a supportive environment which is fast paced, lively and fun. The atmosphere is informal but professional 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. Key responsibilities 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 What the employer is looking for: 2 years previous Complaints handling experience Understanding of FLA & Financial Ombudsman regulations Previous Financial Service experience Exceptional Customer Service skills High quality verbal and written communication skills Problem solving skills What’s in it for you? Salary - £25k-£30k depending on experience 25 days paid annual leave (plus public holidays) non-contributory pension scheme Training and Development programmes Health and Wellbeing Programmes: subsidised gym membership, cycle to work scheme, annual flu vaccination, weekly fruit deliveries, end of month lunch provided, sporting activities and challenges Healthcare: Private Medical Insurance, Life Assurance, Permanent Health Insurance and Employee Assistance Programme Community Involvement: two volunteering days per year Voucher Schemes: childcare, eye care and shopping vouchers schemes Free parking and free local bus pass Hours : Mon-Fri 9am-5pm Please note due to the number of applications we often receive, only shortlisted applicants will be contacted.