Complaints Handler

Foresters Financial Careers; Bromley; On-site; GBP 80,000 - 100,000; Full time

Job summary

A leading financial services provider in the United Kingdom seeks a Complaints Handler to investigate and resolve customer complaints. The role requires professionalism and accuracy in managing cases from start to finish, while complying with regulatory guidelines. Responsibilities include logging complaints, conducting Quality Assurance checks, drafting response letters, and collaborating with various stakeholders. Ideal candidates will excel in data analysis and communication, contributing to continuous improvements in customer experience.

Qualifications

• Experience in handling customer complaints professionally and accurately.
• Ability to analyse information and identify root causes.

Responsibilities

• Register and log complaints accurately, maintaining up-to-date records.
• Conduct Quality Assurance checks to identify trends and service issues.
• Draft high-quality final response letters to customers.

Job description

As ourComplaints Handler, you will be at the forefront of investigating, managing, and resolving customer complaints with professionalism, accuracy, and empathy. Youll take ownership of cases from start to finish gathering evidence, analysing information, and identifying root causes to ensure fair and timely outcomes. Alongside this, youll provide vital administrative, and case-handling support to ensure our team meets its targets, all while complying with the Financial Ombudsman Service guidelines and FCAs DISP rules.

Your role :

• Register and log complaints accurately, maintaining up-to-date records.
• Conduct Quality Assurance checks to identify trends, service issues, and areas for improvement.
• Prepare detailed case recommendations to enhance customer experience, particularly for cases referred to or accepted by FOS.
• Ensure compliance with FCA DISP rules and Consumer Duty requirements.
• Draft high-quality, bespoke final response letters to customers.
• Collaborate effectively with key stakeholders across the business.
• Provide general administrative support, including spreadsheet and database management.
• Analyse raw data to create reports and presentations.
• Communicate confidently and professionally via multiple channels.