Fully Remote Complaints Investigator

On behalf of our Client a leading Financial Services Provider we are recruiting an experienced Complaints Investigator

This is a fully remote opportunity the successful candidate must come from a Mortgage or Banking Background

Job Overview:We are seeking a meticulous and experienced Complaints Investigator to administer and complete complaint activities. The role involves generating responses to complaints, which may cover a wide range of topics and can be complex in nature. The successful candidate will adhere to policy, procedure, and regulation, acting as a process and investigative expert to support improved customer outcomes.

Duties:

• Plan and prioritize allocated workloads against agreed service standards.
• Take ownership of investigating and responding to internal and external requests accurately and efficiently.
• Competently handle complaint calls and/or transactions, resolving challenging customer communications and queries to effective resolution.
• Ensure all work is completed in accordance with applicable regulations, procedures, and policies while using judgement to resolve issues and record trends.
• Resolve queries or referrals from both within and outside the team.
• Consider risk when completing daily activities.
• Experience and knowledge of working within Financial Services is essential.
• Embrace change with a positive attitude.

Person / Experience Required:

• Experience of working in a target-driven environment centred on customer delivery.
• Proficient in Microsoft Office applications.
• Able to interpret and respond clearly and effectively to verbal requests over the telephone or in writing.
• Understanding of numerous and complex customer administration processes and policies.
• Experience in a customer-facing or engagement environment and resolving customer complaints.
• Possess technical knowledge within the financial services industry around simple and complex queries and transactions.

Location: Fully Remote

Hours of Work: 9am to 5:30pm, Weekdays

Salary Banding: Up to £30,000Bonus: Discretionary Bonus Scheme

Benefits:

• 25 Days Holiday + Bank Holidays
• Pension Scheme (KMC doubles what employee contributes, up to 10%)
• Private Medical
• Remote Working
• Employee Benefits Portal

If you are detail-oriented, adaptable, and have a passion for providing excellent customer service in the financial services industry, we encourage you to apply for this rewarding opportunity.