Recruitment Contact

Sarah Cleaver

Sales & Customer Service Recruitment Consultant

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For more information call Sarah Cleaver on 01926 699276

Complaints Handler

Job Details

Customer Services
Up to £26000 per annum + excellent benefits

Job Description

Our client is a successful business based in South Oxfordshire who offer specialised services to a large customer base. They are experts in their niche field and are very well respected in the industry. Due to continued success, they are now looking to grow their team with the addition of an experienced Complaints Handler. The ideal candidate will have prior experience working within Financial Services or a highly regulated sector, as well as the ability to effectively handle customer queries and complaints. In return for your services, you will be rewarded with an excellent company benefits package inclusive of a generous holiday allowance, pension scheme, life assurance and employee bonus scheme.

Main Responsibilities

  • Deal with complaints within regulatory timeframes.
  • Liaise with colleagues, customers, and retailers to investigate the complaint.
  • Review customer letters, documents, telephone calls and correspondence to gather information and understand accurately the root cause of the complaint and any evidence presented to ensure fair outcomes.
  • Update all relevant parties on the progress of a complaint through telephone calls, email, and letter responses.
  • Manage workflow and follow up any additional actions required, advising customers when they can expect a final response.
  • Draft and send out correspondence ensuring it is factual, clear, and concise.
  • Make fair, impartial decisions on whether to uphold or reject a complaint in line with Company policies and procedures.
  • Remediate any upheld customer complaints within agreed authority limits.
  • Prepare reports for the team and for internal meetings.
  • Support other team members to ensure SLA’s are met.
  • Assist with general department administration.

Key Skills & Experience

  • Proven knowledge of complaints handling.
  • Previous experience in working within Financial Services or other regulated industry.
  • Be able to work in a high volume, fast paced environment.
  • Ability to meet deadlines by organising and prioritising work.
  • Meticulous attention to detail and professionalism.
  • Excellent communication skills and articulation – verbally and written.

Additional Information

  • The onboarding and training process for this role will be conducted in the office, and thereafter flexibility to work from home will be offered.

If you would like to apply for this opportunity, please submit an up-to-date CV including details about your current or most recent salary and your availability/notice period. You can also call Sarah Cleaver on 01926 699276 for a discreet and confidential discussion about the role.

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