Our leading Douglas-based Finance Sector Client is growing their Customer Services team and now require an experienced Complaints Handler to join them.

Reporting to the Complaints Team Manager, the Complaints Handler will independently investigate and respond to complaints from a wide range of customers and external stakeholders. Complaints can be complex in nature, so would suit someone who can methodically work through problems applying product and systems knowledge. Identifying the root cause of a complaint along with recommendations to avoid recurrence is also an essential part of the role. Specific duties will include:

Monitoring various email inboxes to identify complaints, passing on non-complaints to the appropriate teams
Recording complaints on the appropriate logs and maintaining accurate records throughout the resolution process
Acknowledge complaints within regulatory and internal SLA timescales
Thoroughly investigate complaints, taking into account internal policies and procedures whilst managing customer expectations
Determine whether or not a complaint is justified and recommend restorative action
Compose responses to customers / stakeholders outlining the complaint, details of the investigation and outcome

The ideal candidate for the role of Complaints Handler will have:

Strong analytical skills together with attention to detail and a desire to seek equitable solutions for customers / stakeholders
Strong written skills with the ability to pitch responses appropriate to a wide-ranging customer base, some of whom English will be a second language
Previous experience in a customer-facing environment ideally with significant experience in resolving customer complaints
Good knowledge of products offered by an international life assurance company
Educated to A Level standard or higher