Complaints Handler

OPRA GROUP; Basingstoke; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

A leading financial services company in Hampshire is looking for a Complaints Handler to manage and resolve customer complaints effectively. The ideal candidate will have a strong background in complaints handling within a FCA regulated environment, exceptional communication skills, and the ability to advise the business on best practices. This full-time position offers competitive pay, performance-related bonuses, and hybrid working options after probation.

Benefits

Competitive salary

Performance-related bonus

Generous pension scheme

25 days annual leave

Wellbeing benefits

Qualifications

• Proven background in Complaints Handling in a FCA regulated environment.
• Strong focus on stakeholder management and ability to influence at varying levels.
• Exceptional communication skills in written form and by telephone.

Responsibilities

• Reporting, investigation and resolution of complaints across various divisions.
• Advise the business on complaints handling in line with Consumer Duty principles.
• Ensure positive outcomes are achieved for customers.

Skills

Complaints Handling

Stakeholder Management

Analytical Skills

Customer Excellence

Job description

Overview

We have an opportunity for a talented Complaints Handler.

Responsibilities

• Reporting, investigation and resolution of complaints across our Savings, Retail Finance and Property divisions.
• Be a true subject matter expert in complaints handling, advising the business on the appropriate approach to dealing with customer complaints, balancing the needs of the business with customers' interests and ensuring that they are being treated fairly in line with Consumer Duty principles and that positive outcomes are reached.
• This role will be based in our Hampshire office and is full time, Monday to Friday 09:00 - 17:30 with hybrid working available after successful completion of the probationary period.

What we are looking for

• Proven background in Complaints Handling in a FCA regulated environment with a sound understanding of DISP, CONC and MCOBS rules and procedures.
• End-to-end case management of complaints with a strong focus on stakeholder management and the ability to influence at varying levels of seniority across the bank.
• Analytical and presentation skills that enable you to thrive in this role.
• Natural ability in delivering customer excellence, both in written form and by telephone, with exceptional and professional communication skills.

What’s in it for you

• Competitive salary with an annual performance-related bonus based on individual and company performance.
• Generous contributory pension scheme, life assurance.
• 25 days annual leave (plus bank holidays) with the option to buy/sell up to 5 additional days (terms apply).
• Extra day paid annual leave for Volunteering.
• Wellbeing benefits including healthcare, Health EAP, free eye test vouchers, discounted gym membership, and season ticket travel loans (if applicable).

Location

Based in our Hampshire office. Hybrid working available after probation.