Complaint Resolution Investigators

Dimensions Specialist Recruitment Ltd; Banstead; On-site; GBP 60,000 - 80,000; Full time

Job summary

A respected financial services organisation in the UK is seeking a professional to join their Resolutions division. This role involves investigating and resolving complaints that may have financial, regulatory, or reputational implications for the business. You will manage your own portfolio of complaints, ensuring high-quality responses that meet customer expectations and adhere to regulations. Excellent communication and analytical skills are essential for effectively resolving client issues and driving positive change.

Qualifications

• Ability to manage complaints while ensuring customer satisfaction.
• Strong communication skills, both verbal and written.
• Analytical skills to explore complaints and identify errors.

Responsibilities

• Investigate and resolve complaints with financial or reputational implications.
• Manage a portfolio of complaints while adhering to regulations.
• Ensure effective communication with clients over the phone and in writing.

Job description

As an organisation, this highly respected financial services organisation is renowned for assisting their clients invest for the future and to live the lives they want to lead. They feel it is their responsibility to take seriously, and it inspires them to do the right thing.

With this in mind they are now seeking to recruit within the Resolutions division, which is an area supports and drives their values of Integrity & Trust and plays a critical role in resolving complaints & providing independent data and insight.

You will be responsible for investigating, resolving, and responding to complaints which could carry a financial, regulatory, or reputational implication for the business, as well as playing a pivotal role in helping drive client centric change that includes investigating and addresses root causes.

Your key responsibilities can include (but not limited to) :

• Managing your own portfolio, with the aim to not only respond with a level of detail and quality that meets and / or exceeds customer expectations and to agreed business standards & in line with regulations.
• Communicate effectively with clients over the phone & in writing.
• Use all available sources of information to fully explore complaints, identify errors, and resolve them satisfactorily.
• Support the Treating Customers Fairly framework, ensuring concerns are promptly reported.

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