Complaints Handler

TN United Kingdom; Ipswich; On-site; GBP 25,000 - 30,000; Full time

Job summary

A leading company in the financial services sector is seeking a Complaints Handler in Ipswich. This role involves engaging with customers to resolve complaints, collaborating with teams, and ensuring accurate information management. The ideal candidate will possess strong organizational skills and a confident telephone manner.

Benefits

Competitive basic salary

Generous holiday entitlement

Company-matched Pension Scheme

Life Assurance

Regular social and sporting events

Qualifications

• Willingness to study towards full CeMAP qualification.

Responsibilities

• Engage with customers to resolve complaints via telephone, email, and letter.
• Investigate and address all complaints thoroughly.
• Compile and deliver complaint reports to clients and stakeholders.

Skills

Confident telephone manner

Ability to work under pressure

Strong organizational skills

Education

CeMAP qualification

Job description

Job Title: Complaints Handler

Our client, a global leader within the financial services industry, is currently recruiting for a Complaints Handler to join their team in Ipswich. This is a fantastic opportunity to join a company that prides itself on providing dedicated and trusted service to its clients.

Key Responsibilities:

1. Proactively engage with customers to understand the reasons for dissatisfaction and resolve complaints via telephone, email, and letter.
2. Collaborate with the Operations team to oversee summary resolution complaints and handovers.
3. Ensure customer and loan information is current and accurately recorded in systems.
4. Investigate and address all complaints thoroughly, capturing and acting upon any customer harm.
5. Liaise professionally with third parties such as solicitors, lenders, and regulators, understanding their specific requirements.
6. Communicate effectively with clients regarding ad-hoc requests.
7. Assist with training new team members and support induction related to complaint resolution.
8. Conduct root cause analysis of complaints and prepare reports.
9. Compile and deliver complaint reports to clients and internal stakeholders.

Skills & Experience Required:

1. Confident telephone manner.
2. Ability to work under pressure while maintaining quality.
3. Willingness to study towards full CeMAP qualification.
4. Strong organizational skills to manage workload and meet deadlines.

Benefits:

• Competitive basic salary
• Generous holiday entitlement with options to purchase additional leave
• Company-matched Pension Scheme (up to a specified limit)
• Life Assurance
• Regular social and sporting events