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Cnaint
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Stockport, Greater Manchester
Complaints Handler
Overview
Job Description
: The Complaints Handler will be responsible for effectively investigating and responding to customer complaints and any customer who expresses dissatisfaction with our services in a clear and effective manner. The Complaints Handler will ensure that the company is portrayed in a professional manner at all times and make responsible decisions based on the available information in order to adequately respond to customers in lien with the business policies and procedures. Primary Responsibilities: * Review and fully investigate consumers complaints * Negotiate the best outcome in every situation considering the information available where necessary * Bring customer complaints to a swift, efficient and cost effective conclusion ensuring a fair customer outcome, whilst following the companies regulatory policies and procedures * Effectively draft and issue responses to complaints in a timely and efficient manner ensuring that the complaints policies is followed at all times and timelines are met * Ensure complaints are correctly logged on the complaint registered and assist with collating MI on a monthly basis * Ensure notes are recorded within the CRM and complaints and responses are filed responsibly * Notify the Operations Director immediately of any potential breaches to the companies polices and procedures * Adhoc duties as required by the Finance Director/Managing Director * Demonstrate flexibility in an ever changing and improving environment, coupled with a positive attitude and a high standard of self conduct. * Attend any meetings/training sessions as requested by Operations Team and the Managing Director. * Any other responsibilities required to excel in the role. These responsibilities may change depending on the business requirements. Personal Specification: The Complaints Handler would need the following attributes: · Must have strong knowledge of FCA or ability to understand regulations · Ideally be a recent law graduate or studying law and looking for experience or have a minimum of 2 years complaints handling experience · Good computer literate skills · Excellent verbal and written skills · Analytical and logical problem solving skills · Excellent people skills · Excellent attention to detail · Excellent communication skills · Time management skills · Excellent Organisational skills · Ability to work using own initiative and motivation · Willingness to adapt to change. Job Type: Full-time Salary: £19,000.00 to £21,000.00 /year Required experience: * Complaint Handling: 2 years