Complaints Handler

£28,000 - £30,000 + perfomance related bonus

Mid Kent

Great opportunity to develop your career in Customer Relations with this well-respected Financial Services organisation, based in Medway.

Duties include:

* Handling all formal complaints within a specified business area, following the established complaint handling process, including managing team mailbox on a rota basis.
* Ensuring initial complaint acknowledgements are sent within set time limits.
* Responsibility for managing and resolving allocated cases within agreed authority, including thorough investigation of complaints by collating information from relevant documentation and departments.
* Recommending fair, impartial outcomes for complaints, with regard to business policies, regulations, and guidance.
* Delivering an excellent level of customer service at all times, updating customers regularly using phone, email, and post.
* Contributing to wider analysis of root causes of complaints and potential adjustments to practice and policy to reduce these.
* Maintaining timely, accurate documentation on internal systems to set Quality Assurance standards and expectations.
* Maintaining knowledge and understanding of legal requirements, industry regulations, and business policies, particularly Risk Management and Data Governance.

The successful candidate will have:

* Solid experience within a complex complaints handling role, ideally in a Financial Services environment.
* Fantastic written and verbal communication skills, with great customer engagement and de-escalation skills.
* Excellent attention to detail and a drive for investigation and analysis.
* Strong time management and prioritisation of a busy case load.
* Confident IT skills, particularly with use of the MS Office suite.
* Enthusiasm to work autonomously, as part of a positive and proactive team.

This is an interesting, busy role within a supportive, friendly team. If you feel you meet the above criteria, please apply online for immediate consideration.



This role is being handled by Christina Pithouse, Business Support Consultant for Pearson Whiffin Recruitment.



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