Back to search
- Investigating and resolving complaints that are received through various channels including, email call and in writing.
- Managing escalations and manage customer expectations within agreed SLA timeframes.
- Liaise with third parties both internal and externally to investigate and manage the complaint.
- To see the complaint through to resolution.
- To work in a regulated complaints role where you are keen to prevent it teaching Ombudsman level.
- To gather relevant and supporting evidence to support the complaints procedure and aim to come to an agreement and resolution.
- To escalate anything that you are unable to resolve.
- Previous experience in a similar role whereby you have managed complaints from start through to investigation and resolution.
- Someone to take initiative.
- A good understanding of FOS - build case files of the FOS.
- Someone who has worked under regulations. FCA background is an ideal but not essential.
- Good at root-cause analysis experience
- Comfortable working alone, you will be integrated within the team but it’s more of a standalone role.
- Good written and verbal communication skills and experience
- Will have the ability to manage multiple cases at any one-time whist working to and meeting deadlines.
- Hybrid working
- Pension - up to 15% contribution.
- Employee car scheme
- Wellbeing hours
- Employee car scheme
- Gym memberships
- Car schemes
- Holiday of between 25- and 30-days dependent on level of service
- Enhanced maternity, paternity and premature baby leave
- Learning hours
- And several more...
