Senior Complaint Handler

CKB Recruitment Ltd; South Cerney; Hybrid; GBP 28,000 - 31,000; Full time

Job summary

A rapidly expanding mutual society in South Cerney is seeking an Operations Assurance Senior (Senior Complaints Handler) to support the Team Leader in complaints handling and quality assurance. This role entails managing customer complaints, ensuring they are documented and resolved on time, and assisting in process evaluations. The position offers a competitive salary of £28-31,000, hybrid working, and excellent perks including health cover and a 10% annual bonus. Join a warm and friendly team with great career opportunities.

Benefits

Private Health Cover

25 days holiday + bank holidays

10% of salary annual bonus

10% non-contributory pension

Death in service (x4 of base salary)

Staff away days and social functions

Employee Assistance program

Discounted membership investment opportunities

Two additional days leave for charity work

Onsite parking

Qualifications

• Good standard of education with minimum grade C GCSE in Maths and English.
• Experience in complaints handling or quality assurance preferred.

Responsibilities

• Support the Team Leader with complaints handling and reporting.
• Manage customer complaints ensuring accurate documentation.
• Assist in quality monitoring of operational processes.

Skills

Complaints handling

Quality assurance

Customer communication

Monitoring outcomes

Education

Minimum grade C GCSE in Maths

Minimum grade C GCSE in English

Job description

We are delighted to be working with this rapidly expanding mutual society, who have experienced some impressive growth recently, and have a leadership team in place to make sure this continues and have big plans for the future, meaning there is some great opportunities at the moment for hard working and career minded people who want to join them on this journey working with a genuinely super bunch of people with a really warm and friendly culture. They are now looking for someone to join them as an Operations Assurance Senior (Senior Complaints Handler)

They offer some genuinely great perks here, such as staff away days and social functions, with a benefits package that includes, Private Health Cover, 25 days holiday + bank holidays to start, free eye care, a 10% of salary annual bonus and a 10% non-contributory pension, death in service (x4 of base salary). And the benefits do not stop there, as they also offer a staff Employee Assistance program, and discounted membership investment opportunities as well as a further two days leave year fully paid to go and work for a charity of your choice. They also offer hybrid working and onsite parking is also provided.

The main focus of your role will be to Support the Team Leader with the Society s Operations in complaints handling and reporting, quality assurance, monitoring vulnerable customer outcomes. This will involve managing customer complaints and ensuring these are recorded accurately, investigated, and resolved within regulatory timescales, ensuring all relevant documentation/letters are created and communicated within FOS deadlines and manage any other communication with the FOS. You will also be required to assist in the quality monitoring and evaluation of operational processes aligned to the Quality Framework, and support the Team Leader in maintaining and updating the Vulnerable Customer reporting database - helping to identify reasons, trends, and volumes of vulnerabilities.

A good standard of education with a minimum grade C GCSE, or equivalent, in Maths and English is also ideally needed too.

This is a truly fabulous opportunity to join a great local employer in Gloucestershire, who offer a warm and friendly working environment, working with a great team!

Office hours are 8:45am to 5pm and the salary on offer is £28-31,000, depending on experience including all the benefits mentioned above, with them offering hybrid working. (You will need to be in the office 2/3 days a week)

If you wish to discuss this role in more detail, please contact Kieran Boyle at CKB Recruitment