Complaints Manager

* 3-4 days per week WFH after onboarding! *

FRS are recruiting a Complaints Manager for a reputable business with a large UK client base. This is a standalone role to ensure all complaints received by the business are processed in line with procedure to achieve a satisfactory and appropriate resolution.

Successful candidates will manage, administer and have overall responsibility for complaints received by the company with the aim of avoiding further occurrences and monitor patterns of errors. You will report to Senior Management and the Directors with accurate MI through the complaints administration process and deliver a smooth customer journey and endeavour to resolve all complaints in a timely manner or in any case in line with the complaints procedure.

Suitable candidates will have excellent verbal and written communication skills including accuracy/attention to detail (grammar, spelling, punctuation, client details, reference numbers, dates, etc is imperative.

Duties Will Include

• To manage a pipeline of complaints daily and investigate complaint queries in full from start until resolved whilst ensuring deadlines are met
• Receive, log, acknowledge, investigate and provide full and accurate responses to all types of official complaints as well as handling call recording requests
• To assess and investigate cases on an individual basis and provide appropriate responses. This will include being able to judge the level of the case and action accordingly. This will include call listening, historic information gathering and liaising with other departments / colleagues / business associates
• Action / respond to the complaint / request in a timely manner in line with the complaints process, acting fairly and sympathetically to the client whilst maintaining the company’s best interests and considering the Terms of Business
• Retain and file paperwork and electronic records
• Completion of complaint outcome reports
• Prepare and provide quarterly complaints report/figures for Board of Directors
• Deal with financial matters including credit agreements/agreement cancellations, refunds and clawbacks and communicate effectively to Finance team. Maintain finance record on complaints log
• Use initiative/be proactive, suggest changes which may benefit the dept/team but ensuring the necessary authority is obtained for refunds, cancellations, etc
• Bring to the attention of the Senior Management team any areas of concern that may affect the business once a full investigation has been carried out and a report is available

For more information, contact Niall Cooper at FRS right away!