Complaints Handler

Premium Credit; Deutschland; Hybrid; EUR 27.000 - 36.000; Vollzeit

Benefits dieser Stelle

Competitive salary

Hybrid working

25 days annual leave

Coaching and progression

Personal development

Employee Assistance Programme

Zusammenfassung

Premium Credit is seeking a proactive Complaints Handler to resolve customer issues and drive improvements. You will investigate, apply policy and FCA guidelines, and keep customers informed throughout the process.

In this role, you will conduct root cause analysis, produce daily and monthly reports, and propose service enhancements while ensuring a high standard of customer care in a fast-paced environment.

Qualifikationen

• Previous experience within a complaints handling role in a regulated environment.
• Ability to write bespoke letters and emails with excellent spelling and grammar.
• Excellent listening skills and ability to understand issues with accurate detail.
• Analytical mindset with ability to identify trends and drive improvements.
• Financial services FCA complaint handling experience would be beneficial.

Aufgaben

• Investigate and resolve complaints using defined policies and procedures with PCL and FOS guidelines.
• Action daily and monthly reports.
• Progress complaints within agreed timescales, recording information accurately.
• Conduct root cause analysis to identify trends and communicate lessons learnt.
• Provide a service that delights the customer, ensuring satisfaction with the outcome.

Kenntnisse

Complaints handling

Regulated environment

Analytical thinking

Written communication

Attention to detail

Jobbeschreibung

This is an exciting time of growth for us, and we need a Complaints Handler to help us continue this success and support our customers. This is a great opportunity to develop a varied and rewarding career with a company that invests in, recognises and rewards its people. Reporting to the Complaints Manager, the Complaints Handler will manage the resolution of customer complaints, keeping them informed throughout the process. You'll be responsible for the investigation, resolution and reporting of customer complaints, gathering appropriate documentation and recording information correctly. You'll have the opportunity to make recommendations for process improvements to ensure better outcomes for Premium Credit. You will also:

• Investigate and resolve complaints using defined policies and procedures and with PCL and FOS guidelines.
• Action daily and monthly reports
• Progress complaints within agreed timescales, recording information relating to the complaint accurately
• Conduct root cause analysis to identify trends, suggest process improvements and communicate lessons learnt.
• Provide a service that delights the customer, ensuring that they are satisfied with the outcome.

All postholders will be subject to appropriate pre-employment vetting procedures and a satisfactory Disclosure & Barring Service (DBS) check prior to appointment.

If you're someone who thrives in a fast-paced, customer-focussed environment, able to work collaboratively with others and are looking to make a difference, this is a brilliant opportunity to advance your career to the next level with our sector-leading company. At Premium Credit, you will be supported to develop and expand your skills, knowledge and experience. To be considered as our Complaints Handler you will need:

• Previous experience within a complaints handling role within a regulated environment
• The ability to write bespoke letters and emails, demonstrating an excellent command of spelling and grammar as well as clearly articulating key points of your investigation.
• You should be able to listen and understand issues, maintaining accurate details
• You’ll be analytical, demonstrating how you can identify trends and improvements
• You’re solutions focussed A financial services background would be beneficial to your application, in particular in the area of FCA complaint handling.

Premium Credit is the leading provider of insurance premium finance and a range of annually charged services, including tax, regulatory and accountancy fees, sports season tickets, memberships and school fees in the UK and Ireland. We are a multi award winning business lending more than £4.5 billion to over 2.5 million customers through a network of almost three thousand partners- and growing.

• Competitive salary in the region of £27,000 per annum [depending on experience]
• Hybrid working, with very occasional collaborative days in our Leatherhead headquarters
• 25 days annual leave (plus bank holidays), with options to purchase and sell up to 5 days holiday per year (pro rata)
• Coaching and mentoring, continual support, and opportunities for internal progression
• Support and investment in your personal development
• 24/7 access to Employee Assistance Programme and Mental Health First Aiders