Complaints Handler

Reference: VAC-1682
Sector(s): Customer Service
Salary: £ 23,000 Per Annum
Town/City: Wimbledon
Contract Type: Permanent Full-Time

Complaints Handler 
Wimbledon 
Full Time, Permanent

Salary: Up to £23,000 + company annual bonus entitlement + benefits

Our Client, a FTSE 250 listed company, is currently seeking a positive and professional Complaints Handler to join them in a role which requires excellent communication skills, the ability to work effectively as part of a team and the ability to understand the needs of the business. 
The ideal candidate will need to ensure the current complaints process and procedure is being utilised effectively, all complaints are investigated, documented and dealt with in a timely and professional manner. You will be required to liaise with internal departments and external agencies, therefore excellent communication skills (both written and oral) are imperative to this role. 

Duties and Responsibilities include:
-Making fair and reasoned judgements about complaint outcomes in a timely manner and in line with TCF principles
-Liaising with business areas and interrogating available IT systems to establish and document the chronology of events related to complaints 
-Communicating the agreed response to complaints or complainants in a clear and professional manner, both in writing and verbally, over the telephone
-Keeping accurate and consistent records of investigations and decision making in line with industry best practice standards
-Supporting the process of delivering feedback to business areas on their complaints handling processes
-Developing and maintaining industry knowledge of the latest regulatory guidance and business best practice 
-Maintaining a working relationship with Risk and Compliance departments and business stakeholders
-Ensuring that all Governance and Compliance requirements are adhered to and all reporting and reviewing activities are carried out to the set standards required

Skills and experience
-Complaint handling experience 
-Knowledge of FCA, FOS complaints handling principles and TCF ideal
-Awareness of Consumer Credit regulations ideal
-Experience in delivering excellent customer service a must
-Experience in resolving difficult situations
-Strong focus on delivering positive customer service outcomes 
-Excellent written and oral communication skills
-Confident telephone manner
-Computer literate
-Able to work effectively under pressure 
-Attention to detail and commitment to high standards
-Ability to work as part of a team
-Positive professional attitude 

This is an exciting opportunity to join a dynamic company working at the forefront of their industry on a full time, permanent basis. If you feel this could the right opportunity for you, email your CV to us directly or call for more information.