Complaints Handler

Close Brothers; Doncaster; On-site; GBP 25,000 - 35,000; Full time

Job summary

An established industry player is seeking a dedicated Complaints Handler to join their dynamic team. In this role, you will manage customer complaints effectively, ensuring timely resolutions that align with regulatory standards. Your excellent communication and organizational skills will be essential in providing high-quality support and maintaining compliance. This role offers a chance to contribute positively to a team environment while helping customers navigate their concerns. Join a forward-thinking company that values inclusivity and supports small businesses across the UK.

Qualifications

• Experience in complaint handling with excellent communication skills.
• Strong administration and multitasking skills are essential.

Responsibilities

• Provide professional advice and support for complaints via calls and correspondence.
• Investigate and resolve complaints in line with FCA principles.

Skills

Complaint Handling

Communication Skills

Administration Skills

Negotiation Skills

Attention to Detail

Job description

Join to apply for the Complaints Handler role at Close Brothers

Join the Close Brothers Motor Finance Team where you will ensure that all complaints received are managed effectively, documented, dealt with in a timely manner, and brought to conclusion, ensuring the right outcome is gained for both the company and the customer in line with the FCA Treating Customers Fairly principles. Working as part of the Complaints team, our ideal team member will have previous experience in complaint handling with excellent communication skills.

Responsibilities

1. Provide high quality and professional advice and support when dealing with telephone calls and correspondence.
2. Investigate complaints diligently and impartially, obtaining additional information as necessary to reach a resolution.
3. Resolve all complaints successfully in line with FCA principles, liaising with relevant parts of the business.
4. Communicate professionally with customers, branch staff, senior management, and external bodies such as the Financial Ombudsman Service.
5. Ensure compliance with company and regulatory requirements.
6. Maintain accuracy of information in the database.
7. Compose proficient letters and answer calls courteously.
8. Achieve departmental and company service standards (SLAs).
9. Contribute to a positive team environment.
10. Report serious complaints and breaches promptly.
11. Produce management information and statistics on complaints.
12. Identify trends and issues for root cause analysis and remedial actions.
13. Perform general office duties and adapt to changing requirements.
14. Ensure adherence to governance and compliance standards.

Candidate Profile

• Excellent administration, organization, and multitasking skills.
• Computer literate with strong keyboard skills.
• Good written and verbal communication and interpersonal skills.
• Negotiation skills and attention to detail.
• Reassuring telephone manner.
• Team player with complaint handling experience.

We are committed to inclusivity and accessibility. Adjustments can be made for individuals with disabilities or long-term conditions. For alternative formats or to discuss the recruitment process, contact us at [e-mail].

About Us

Close Brothers is a leading UK merchant banking group offering lending, deposit, wealth management, and securities trading services. We support small businesses and individuals across Britain, aiming to help them thrive long-term.

For more information, visit our careers page, life at Close Brothers, and benefits.