Complaints Specialist

Novuna; Staines-upon-Thames; Hybrid; GBP 30,000 - 50,000; Full time

Job summary

Join a forward-thinking company committed to inclusivity and customer satisfaction. As a key member of the Customer Experience Team, you'll play a vital role in resolving customer complaints and ensuring fair outcomes. This hybrid position offers a chance to work collaboratively, make sound decisions, and contribute to a culture of excellence. With a market-benchmarked salary and a full wellbeing package, you will have the opportunity to grow and shine in a supportive environment. Be part of a team that values your input and fosters your professional development.

Benefits

Flexible hybrid working

25 days' holiday plus bank holidays

Wellbeing package including BUPA

Digital GP service

24/7 employee assistance

Wellbeing events throughout the year

Qualifications

• Experience in complaints management and customer service.
• Strong decision-making and stakeholder management skills.

Responsibilities

• Investigate and resolve customer complaints to high standards.
• Generate management reports and discuss performance with SLT.

Skills

Customer Service

Complaints Management

Stakeholder Management

Attention to Detail

Decision Making

Empathy

Communication

Team Collaboration

Job description

Are you a complaints expert and passionate about delivering excellent customer service? Looking to be part of a highly engaging environment?

If your answer is 'yes' to these, keep reading.

Want to know a little about us?

At Novuna Business Finance, we help companies realise their ambitions through flexible finance solutions. Our business customers are incredibly diverse, and our commitment to sustainability means we have a special interest in supporting companies that are building a better tomorrow.

We're proud to be a Top 50 Inclusive employer. We're a signatory of the Women in Finance and the Race at Work Charter and we're Disability Confident Committed.

What does the role involve?

Reporting to the Customer Experience Manager, you will work as part of the Customer Experience Team to ensure that any concerns or complaints raised are investigated thoroughly and resolved to the highest of standards. This is a hybrid position, once you have completed your training onsite, there will be the requirement to work from our Staines office a minimum of 3 days a week.

Some Of Your Key Duties Will Include

• Completing the root cause analysis of complaints and liaising back to the necessary teams to resolve any issues by sharing advice and feedback
• Generating management reports and carrying out monthly meetings with the SLT to discuss statistics and performance
• Managing communications and enquires from the Financial Regulation Authority
• Meeting the strict deadlines, ensuring that all SLAs are met and delivered to an exceptional standard
• Liaising with the regulated partners of the business to ensure that we meet the regulated guidelines to make the correct decisions
  
  

What are we looking for?

You come from a background of working within the complaints area and are passionate about delivering fair outcomes to your customers. You are an excellent listener with the ability to listen and show empathy so that you can support your customer's needs. You are a confident communicator and a team player who isn't afraid to think outside the box, demonstrating resilience and patience.

Also, We're Looking For The Following

• Ability to make sound decisions
• Excellent attention to detail
• Ability to work in a highly collaborative environment
• Stakeholder management skills
  
  

What can we offer you?

At Novuna we take our people promise seriously. If you join us, you'll have a chance to make a difference, opportunities to learn, and time to shine.

In addition to a market-benchmarked salary and excellent bonus scheme, our offer to you includes:

• Flexible hybrid working
• 25 days' holiday, plus bank holidays and the option to buy/sell 5 days
• Full wellbeing package including BUPA, digital GP service, 24/7 employee assistance, plus wellbeing events throughout the year
  
  

What's the next step?

Interested? Start your application today and see what Novuna can offer you.

Novuna has been named one of the top 50 most inclusive employers for the fourth year running and this is also reflected in our recruitment process. We are committed to ensuring our application process is inclusive and accessible to all candidates.

We're Disability Confident Committed, so if you're a person with a disability, if you're neurodivergent, or if you have a condition that you believe may affect your performance during our selection process, we'll be happy to make reasonable adjustments to our processes for you.