Complaints Executive

Complaints Executive, Liverpool

We seek a dedicated Complaints Executive to join a growing team within a well-recognised financial services organisation.

The Complaints Executive will be responsible for addressing and resolving various possible customer complaints in a timely and professional manner. The ideal candidate should have excellent communication skills, strong problem-solving abilities, and a commitment to delivering exceptional customer service.

Responsibilities:

• Responsible for the logging and investigation of all new complaints ensuring compliance with policy and regulatory requirements.
• Receive and acknowledge customer complaints via various channels including phone, email, and in-person.
• Investigate complaints thoroughly, gathering all necessary information and documentation.
• Provide timely updates to customers regarding the status of their complaints.
• Work closely with other team members to identify recurring issues and implement solutions to prevent future complaints.
• Maintain accurate records of complaints and their resolutions.
• Ensure compliance with company policies and regulatory requirements.

Requirements:

• Proven experience in dedicated complaints handling role - 1 year plus experience is desired
• Experience of working within a financial services environment - preferred but not essential
• Excellent communication skills, both verbal and written
• The ability to work from a Liverpool city centre office x3 days per week and also from home
• Ability to remain calm and composed when dealing with challenging situations.
• Proficiency in using customer relationship management (CRM) software and other relevant tools.
• Ability to work independently as well as part of a team.
• Flexibility to adapt to changing priorities and work in a fast-paced environment.
• Degree Educated or equivalent calibre

Salary:

A competitive basic salary of c£25,000-28,000k pa is on offer plus a comprehensive range of benefits including private medical, pension and hybrid office/home working pattern.