Complaints Officer

Job Title: Complaints Officer

Location: Remote

Salary: Up to 31,000 depending on experience

Hours: Monday to Friday 9 am to 5 pm

Benefits:

• 25 days holiday + public holidays
• Additional day off for your birthday
• Charity/voluntary days off
• Option to buy or sell 5 days holiday
• Discounted Gym membership
• Pension scheme
• Learning and Development budget
• Employee assistance programme with holistic wellbeing support
• Lunch and learn sessions
• Free hot drinks and snacks

About our Client:

Step into the world of our client, an esteemed and award-winning Financial Services that stands tall in the realm of financial excellence. Recognised for their outstanding products and top-notch customer service, they have carved a niche for themselves through continuous improvement and a commitment to success.

Your contributions are not just acknowledged, they are celebrated with The Employee Recognition Scheme. It brings your achievements into the spotlight, with quarterly awards and thoughtful gifts that recognise your dedication. Recently, a member of their team was recognised as an Elite Woman in Finance, showcasing their duty to promoting not just women but individuals across diverse backgrounds within the finance sector.

About the Role:

We're looking for a Complaints Officers to join the growing Complaints team! In this role, you'll be responsible for resolving customer complaints across all products, services, and channels while supporting the Complaints Investigators with key administrative tasks to improve efficiency. You'll log and manage level one complaints, ensuring they are handled fairly, independently, and within regulatory timescales. You'll also liaise with external parties, assist first-line teams with complaints-related queries, and oversee administrative duties within the department. If you're a proactive, customer-focused individual passionate about delivering fair outcomes and turning negative experiences into positive ones, we'd love to hear from you!

Responsibilities:

• Manage complaints received via all contact channels fairly and thoroughly.
• Log and triage complaints from voice and other channels as appropriate.
• Take calls from customers registering a complaint or seeking updates.
• Support frontline teams with escalated expressions of dissatisfaction.
• Review registered complaints daily and ensure accurate logging.
• Gather relevant information and evidence for efficient resolution.
• Ensure all complaints are acknowledged within regulatory timeframes.
• Liaise with relevant departments to ensure timely customer responses.
• Submit comprehensive case files within deadlines.
• Respond to Financial Ombudsman requests via email and telephone.
• Ensure fair and thorough resolution within agreed SLAs.
• Accurately record all customer information in line with company policies.
• Stay updated on departmental SLAs and flag any concerns promptly.
• Suggest improvements to reduce complaint volume at the source.

Experience required:

• 2+ years' experience handling complaints in Financial Services across multiple contact channels.
• Background in Banking, with strong knowledge of Credit Cards and lending products.
• Understanding of the Collections cycle and customer vulnerability.
• Passion for delivering outstanding customer experiences.
• Strong understanding of Treating Customers Fairly (TCF) principles.
• Proven ability to write clear, bespoke responses to complaints.
• Excellent written, verbal, and listening skills.
• Strong Microsoft Excel proficiency.
• Familiarity with FCA regulations, FOS, and Consumer Duty in financial services.
• Ability to think on your feet, with a proactive and problem-solving mindset.
• Adaptability to a fast-paced, dynamic environment.
• Empathetic approach to customer interactions, ensuring a positive brand reputation.

Trusting Stellar Select:

At Stellar Select, our commitment goes beyond recruitment; it's about crafting experiences that elevate your career journey. We take pride in delivering excellent services to our candidates and always going the extra mile to ensure your success.

Our foundation is built on openness and transparency. We believe in clear communication with everyone we work with, fostering an environment of trust, honesty and fairness.

Embark on your career journey with confidence, knowing that our services are designed with your success in mind. Here's what our complimentary service includes:

• Expert Consultants: We are your allies, dedicated to understanding your goals and guiding you toward success.

• 1-2-1 Experience Discussion: Your experiences matter. Engage in personalised discussions about your journey and how it aligns with the job role.

• Interview Preparation: Step into interviews with confidence. We provide thorough preparation to ensure you shine in every interaction.

• Negotiation of Job Offers: We'll manage the negotiations on your behalf, aiming for offers that align with your expectations.

• Market Insights: Stay informed with the financial market insights that empower you to make informed career decisions.

• Recruitment Process Updates: No more uncertainty. We keep you in the loop with regular updates on your recruitment process.

• Matching to Other Roles: Your journey doesn't end with one opportunity. We explore matches to other roles based on your experience and interests.

For more information regarding the role of Complaints Officer please contact us

Stellar Select is acting as an employment agency and is a corporate member of the REC