Complaints Servicing Administrator

Link Financial Group; Caerphilly; On-site; GBP 26,000; Full time

Job description

Link Financial are one of Europe’s most trusted outsourced servicers and purchasers of consumer and business loans. For over 25 years, our scale, professionalism, and expertise has made Link Financial the partner of choice for many of the world’s leading banks and providers of credit which is why we are one of the top names in our industry.

Our operation spans twelve European offices employing 850 people and managing 7 million customer accounts and we are passionate and committed to providing high quality service for our customers. We are always looking for great people to join our team and help us to continue providing positive outcomes for our customers.

About You

We are delighted to offer this exciting opportunity for a dedicated, enthusiastic individual to join the servicing team in personal lending and are looking for someone who is looking for a new challenge.

You will work across several portfolios including a new portfolio of personal loan accounts offering opportunities to learn new products and skills.

As a Complaints Servicing Administrator, you will support both the customers and business to ensure a fair outcome in instances of dispute or complaints. The ideal candidate will be organised and professional, with an eye for detail and the ability to build effective relationships with customers alongside both internal and external stakeholders.

The ability to investigate and resolve complaints or disputes in an effective and efficient manner, the successful applicant will need to meet the standards set by industry bodies, the regulator and follow Company Policy.

All complaints and disputes will be considered with a ‘right first time’ and TCF approach.

The ideal candidate will demonstrate the following:

• Complaints handling experience.
• Final response letter compiling experience.
• Excellent organisational and numerical skills with a good working knowledge of Microsoft packages.
• Strong communication skills, both written and verbally.
• The ability to actively listen.
• A flexible approach.
• Excellent time management.
• Organisational skills with the ability to work to strict deadline and a keen attention to detail.

Job Role

Duties and responsibilities will include:

• Own and undertake investigations with the customer, relevant third parties and internal stakeholders.
• Acknowledge and log complaints and disputes in accordance with the company Policy.
• Assimilate key information from customers, suppliers plus our in-house database whilst considering individual circumstances.
• Accurate and professional letter composition.
• Support with reporting requirements and accurate data recording.
• Data interaction and analysis.
• Recognise trends, perform root cause analysis and escalate to key stakeholders.
• Manage inbound and outbound calls.
• Prioritise and schedule caseload in accordance with timeframes set out.
• Liaise with external and trade bodies when necessary.

Work Experience And Qualifications

• Experience working within a call centre environment.
• Proficiency with Microsoft Excel, Word, and Outlook.
• An understanding of TCF principles.
• Excellent communication skills, written and verbal.
• Good numeracy and problem-solving skills.
• Previous exposure to complaints handling.

Role Package

We provide a range of benefits that are designed to support our employees across their health, finances, and lifestyle. Some of our benefits are listed below:

Hours of Work: Full time permanent contract working are 37.5 hours per week paid monthly.

The business hours are 08:30am-5:00pm Monday - Friday.

• Salary - £26,000.00.
• Role is in our Caerphilly office.
• 25 days holiday + bank holidays + a Birthday Day off!
• Discretionary annual performance bonus scheme.
• Purchase additional holiday scheme.
• Pension Scheme.
• Employee Assistance Programme for you and your family, including virtual GP service, counselling, get fit programmes and more.
• Life assurance (4 x annual salary).
• Season Ticket Travel Loans.
• Enhanced Maternity and adoption pay.
• Voluntary employee benefits such as Dental and Health Plans, Gym Discounts, Restaurant Discounts, Will writing services and more.
• Discounts and cashback on thousands of retailers.
• Friendly, relaxed atmosphere with modern facilities and free tea and coffee.
• On-site parking.
• We arrange a lot of social events during the year, regularly fundraise for our chosen charities, and have recognition schemes in place that reward our employees for being great team members.