Complaint Resolution Investigators

Dimensions Specialist Recruitment Ltd; Greater London; On-site; GBP 30,000 - 45,000; Full time

Job summary

A highly regarded financial services firm in Greater London is seeking a specialist to manage and resolve client complaints. The role demands strong communication and analytical skills to ensure customer expectations are exceeded, alongside compliance with regulatory standards. You will be integral to driving change and fostering a customer-centered approach. This position offers you the chance to make an impactful contribution to client satisfaction and business integrity.

Qualifications

• Experience in handling customer complaints with attention to detail.
• Strong communication skills for effective client interaction.
• Ability to analyze complaints and identify root causes.

Responsibilities

• Investigate and resolve client complaints.
• Manage a personal portfolio of customer cases.
• Ensure adherence to regulations and business standards.

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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