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One of our Financial Services clients requires a Complaints Administrator to manage a variety of complaints from customers, whilst ensuring they are commercially aware at all times.
This is a fixed term contract until the end of June 2025.
Key Responsibilities
• Receiving inbound queries and complaints from customers and responding in a timely and appropriate manner.
• Acknowledging complaints within regulatory deadlines, completing and maintaining logs of all complaint registers.
• Completing complaint investigations thoroughly; researching databases, files, records and meeting with relevant staff in order to produce a detailed report of the events and actions leading up to the complaint.
• Liaising with customers and writing comprehensive decision letters to customers or their representatives.
• Liaising with other bodies such as the Financial Ombudsman, Legal Firms or Claims Management Companies in handling complaints as required.
• Making fair and reasonable judgements about complaint outcomes in a timely manner and in line with TCF principles.
• Liaising with department managers in reference to any concerns, providing feedback and tracking resolution.
• Work with the Risk & Compliance team to ensure the firm’s systems and controls are robust.
Knowledge and Skills
• Previous experience of working in a complaint handling role is essential.
• Experience of working in a Financial Services environment is preferable.
• Demonstrates commitment to the fair treatment of customers.
• Strong communication skills.
• Excellent organisation, influencing and relationship building skills.
• Strong analytical and investigation skills.
Working 35 hours a week, Monday to Friday either 9am - 5pm or 8am - 4pm with 1 hour for lunch.
