Complaints Coordinator

Complaint Coordinator

£25,000 - £27,000

Liverpool City Centre / Hybrid Work Arrangement

The Company

Our client is a well-established financial services provider with a strong reputation for delivering tailored solutions to their customers. Operating within the consumer finance sector, they are known for their commitment to excellent customer service and innovative products. With a supportive and professional team culture, they pride themselves on fostering a collaborative working environment that values continuous improvement and customer satisfaction.

The RoleWe are seeking a dedicated Complaints Coordinator to join our client’s team. This is a customer-focused role that involves managing and resolving complaints across multiple channels, including phone, email, and social media. You will play a key role in ensuring customer satisfaction by addressing concerns promptly and professionally while adhering to regulatory and company standards.

Key Responsibilities:

• Handle incoming complaints through various channels, including phone, email, and social media, ensuring all issues are logged accurately.
• Investigate and resolve customer complaints in line with company policies and regulatory guidelines.
• Communicate resolutions effectively, maintaining a professional and empathetic tone at all times.
• Collaborate with internal departments to gather information and implement solutions for complex cases.
• Monitor complaint trends and provide feedback to improve customer service processes.

About You

• Proven experience in handling customer complaints within a financial services environment, including familiarity with regulatory standards and processes.
• Knowledge of the Financial Ombudsman Service (FOS) and experience managing complaints that could escalate to this level would be advantageous
• You must be based within commutable distance to our office in Central Liverpool
• Strong communication and problem-solving skills, with the ability to remain professional and empathetic under pressure.
• Self-motivated and adaptable, capable of quickly understanding company processes and contributing effectively from day one.

Job Benefits:

• Competitive salary up to £27,000 per annum.
• Annual company bonus scheme.
• 25 days of holiday plus bank holidays.
• Flexible hybrid working arrangement with 2 days working from home per week.
• Modern office located in the heart of central Liverpool.
• Supportive team environment with opportunities for professional growth.

Ready to make a difference in customer satisfaction? Apply now and join a dynamic team where your skills will truly shine!