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Close Brothers Group
,
London, Greater London
Complaints Handler
Overview
Job Description
To actively handle all informal and formal customer and broker complaints and ensure that they are resolved in a timely manner in line with the business and regulatory guidelines and SLAs. To administer the complaints handling process and support the department and business to minimise the number of complaints received . Acting as the face of the organisation, speaking to customers and brokers over the phone and communicating with them in writing, investigating complaints; making fair and reasonable decisions about whether to uphold the complaint; and then communicating those decisions to consumers and brokers. Apply all applicable regulatory requirements, and follow up with the consumer, broker, or relevant business area as necessary. Key Responsibilities: * Recording, thorough investigation and attempting resolution of customer complaints in a timely manner in line with the Company process and KPI's. * To be accountable for allocated complaints and ensure progression to resolution referring to the Manager as required * Liaise with the appropriate business areas when investigating and resolving complaints * Provide feedback to the Manager with regards to agent errors, complaint outcomes and any trends identified, so that the Manager can address with the department and report accurately * Make provisional decisions as to whether compensation is due to the customer and refer to the Manager as necessary * Escalate complaints to the Manager when appropriate to ensure targets are met * Ensure that all work is carried out to a high level of accuracy and ensure compliance with all company and other relevant standards/regulations at all times (including Conduct Risk) * Update the error log with any Procedural or Compliance errors and complete any corrective action required on the error log * Keeping accurate and consistent records of investigations and decision making in line with industry best practice standards. * Supporting the process of delivering feedback to business areas on their complaints handling practices. * Developing and maintaining industry knowledge of the latest regulatory guidance and business best practice to continually improve customers' post sales experience. .