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We are currently seeking a skilled Complaints Handler to join a well-respected company based in Basingstoke. This organisation specialises in property mortgages, retail finance lending, and savings accounts, serving a diverse customer base.
In this key role, you will be responsible for the reporting, investigation, and resolution of complaints of varying complexity across the Savings, Retail Finance, and Property divisions. Acting as a subject matter expert in complaints handling, you will advise the business on best practices for resolving customer concerns, ensuring a fair balance between business objectives and customer satisfaction.
This is a dynamic and varied position, involving interaction with a broad range of customers and products. Your responsibilities will include detailed investigation, analysis, and crafting of tailored responses to complaints. You will also play a pivotal role in liaising with the Financial Ombudsman Service (FOS) and conducting trend and root cause analysis for each division, contributing to thorough and insightful business reporting.
This is a full-time position with the option of hybrid working after satisfactory completion of probation period
Skills and experience:
- Previous Complaint Handling from within a FCA regulated environment
- Sound understanding of DISP, CONC & MCOBs rules
- Able to thrive under pressure with demanding workloads
- Experience of case management
- Analytical and presentation skills
- A passion for customer service and interacting with customers through different channels
Some company benefits include:
As well as a competitive salary, the company offer the following:
- Annual performance related bonus
- Life assurance
- Generous pension scheme
- Generous holiday entitlement with the option to buy/sell
- Season ticket loans (if applicable)
- Eye test vouchers
- Recognition schemes
- Discounted gym membership
If you do not hear from a Consultant within 1 week of your application then unfortunately, on this occasion, you have been unsuccessful
