Complaint Resolution Investigators x 3

Dimensions Specialist Recruitment Ltd; Greater London; On-site; GBP 35,000 - 45,000; Full time

Job summary

A respected financial services firm in Greater London is seeking a skilled complaints investigator to manage and resolve client complaints effectively. You will be responsible for ensuring quality responses that meet business standards while supporting the drive for client-centric change. Strong communication skills and attention to detail are essential for this role, along with experience in financial services. Join a team that values integrity and trust, contributing to the firm's commitment to client satisfaction.

Qualifications

• Strong communication skills for effective client interaction.
• Ability to manage and resolve complaints with attention to detail.
• Experience in financial services or relevant field.

Responsibilities

• Investigate and resolve complaints with financial implications.
• Manage own portfolio of complaints and meet quality standards.
• Communicate effectively with clients in writing and over the phone.
• Support client-centric changes by addressing root causes.

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.
• Escalate matters that have r...