Are you looking for a challenging role where you can make a real difference in customer outcomes and regulatory compliance?
Job Description
This is an exciting opportunity to join our team as a Complaints Handling Specialist. The successful candidate will be responsible for investigating and managing customer complaints, preparing well-structured responses, and collaborating with quality and compliance teams.
Responsibilities:
* Investigate customer complaints received through various sales channels.
* Develop effective response strategies to formal complaints.
* Support escalated complaints and provide regular updates to stakeholders.
* Analyse complaint data to identify trends, root causes, and areas for improvement.
* Flag quality issues and share feedback with relevant teams to enhance overall performance.
* Assist with complaint-related training and internal process development.
Requirements:
* A relevant qualification - Fully APA qualified is essential; CIP is preferred.
* Proven experience handling customer complaints, preferably in financial services or insurance.
* A strong understanding of Consumer Protection Code (CPC) guidelines.
* Excellent written and verbal communication skills.
* A high level of accuracy and attention to detail.
* Proficiency in Microsoft Office and internal systems.
* A proactive and organised approach to work.