Complaints Handler

Job Title - Complaints Handler Location - Sevenoaks Salary - up to £26,000 Job purpose As Complaints Handler you'll join a growing team who ensure timely and accurate administration of any complaints to the company, including the company's introducers and customers. The Complaints team ensure all responses are completed in line with the current FCA and CCA regulations and the company's policies and procedures. Working within this team provides a real sense of achievement and when resolving the complaint. To join this growing department, we're looking for self-motivated individuals who are inquisitive and able to work autonomously to offer the best resolution to our customers, whilst insuring the companies integrity. The key aspects of the role: To work as part of a motivated team, to ensure that all inbound complaints are thoroughly investigated To always work towards offering a suitable solution to our customers within the set regulatory time frames To openly and fairly review each customer complaint without bias or personal opinion Manage own caseload, ensuring all complaints are handled within required deadlines and FCA requirements. To participate in monthly meetings to put forward suggestions for improvement and share successes as part of group Openly share experience in order to use information to build knowledge / skill set Establish telephone contact with customers to gain a full understanding of their complaint in order to progress to a fair outcome as quickly as possible Ensure that all complaints are handled with the highest standard of customer care To maintain complaints database with correct and relevant information at all times To research root cause of complaints and use information to ensure consistency in processes and procedures To hold excellent communication skills both verbally and in writing Know, understand and apply the principles of TCF Experience Experience in dealing with complaints and providing a resolution Demonstrable experience in being resilient and decisive, confident to make decisions Experience of working in a team in an office environment is beneficial Knowledge of treating customers fairly (TCF) Knowledge of GDPR and DPA act Awareness of current FCA regulations preferred Ability to understand and comply with documented processes, policies and procedures Excellent verbal and written communication skills Additional information 25 days annual leave bank holidays Contributory pension scheme Access to Blue's active discounts on retailers, day trips, sport equipment and airport parking. Employee Assistant Program 24-hour access to our local gym Yoga classes held internally weekly Free offsite parking Life assurance / Healthcare Career & professional development Additional wellbeing support from our local charity West Kent Mind In house social events coordinated by own social committee Tax free childcare vouchers Ad hoc companywide meet and greet lunches Regular social events including Quiz Night at the local pub, summer BBQ and Christmas party Hours Permanent 37.5 hours a week (8.5 hours per day inc. 1 unpaid hour for lunch 7.5 hours a day) Rota'd shifts Monday-Friday - notice of shift up to 8 weeks' notice in advance- 8.00-4.30 9.00-5.30 10.00-6.30 11.30-8.00