Job Description

• JobTitle/Location:ComplaintsHandler,Surrey/WFH
• Salary:To30,000bonuspension
• Office/WFH:Officebasedtraining,then3-daysoffice&2-daysWFHperweek
• Requirements:Experienceincomplaintshandling,reporting&identifyingtrendswithstronganalyticalskills.ThisexperiencemustbewithinFinancialServices,Banking,Insuranceorotherregulatedindustries.Moreinfobelow.
• RoleSnapshot:Investigatingcomplaints,providinginsightthroughcomplaintpacksanddrivingimprovementsincustomerserviceprocessesacrossseveralteams.

TheCompany:Ourclientisaninnovative,establishedbusinessthathasexpandedwelloverthelast4-5years,nowstandingataround180-200peoplewithproductdemandincreasing.
TheRole:YourremitinthisComplaintsHandlerroleistoensurethehigheststandardsofserviceinhandlingcustomercomplaints,identifyingtrendsandimprovingresolutionatthefirstpointofcontact.Keyresponsibilitiesinclude:

• Actasfirstpointofcontactforcustomercomplaints,ensuringtheyarehandledefficientlyandprofessionallytomaximiseresolutionatfirstcontact.
• Conductin-depthcomplaintinvestigations,identifyingrootcausesanddraftingcomprehensiveresponsestoensureafairandconsistentapproach.
• Develop&maintaincomplaintpacksthathighlightkeytrends,recurringissues&areasforimprovement.Presentfindingstomanagementtodriveproactivesolutions.
• Performqualitychecksoncomplaintresolutionsandcustomerinteractionstoensureadherencetocompanystandardsandregulatoryguidelines.
• HelptocoachCustomerServiceteamstoenhancecomplainthandlingskills.
• Collaboratewithinternalstakeholderstoimproveprocesses,streamlinecomplainthandling,andenhancecustomerexperience.
• Leadengagementmeetings/sharebestpractisewithotherdepartments.

Skills/ExperienceRequired:FortheComplaintsHandlerroleourclientwillconsiderarangeofbackgrounds.Theseincludeexperienceincomplaintshandling,reporting&identifyingtrendswithstronganalyticalskills,awarenessofconsumerduty/customerprotectionregulations,peoplewithPPI/car/motorclaimsexperienceandexposuretovulnerablecustomers.Alsothoseabletoconductrootcauseanalysisandprovidesolutions.ThisexperiencemustbewithinFinancialServices,Banking,Insuranceoranotherregulatedindustryandyoumusthaveaconfidenttelephonemanner.
AdditionalInformation:ThesalaryforthisComplaintsHandlerroleisupto30,000bonus,pensionto16%,freeparking,life&healthbenefits.Alovelyworkingenvironment,aprogressivebusinesswithatrackrecordoftraininganddevelopingpeople.Pleaseapplybelow.
TheComplaintsHandlerroleisoneofmanyvacancieswearehandling.ARCisaspecialistwithinFinancialServicesrecruitmentandtheConsultanthandlingthisrolehasover30yearsofexperienceinthisfield.Areasoffocusincludeadministration,compliance,businessanalysis,customerservice,project/programmemanagement,paraplanners,salessupport,marketing,underwritersandgrouprisk/employeebenefitsrelatedroles.CheckthewebsiteandfeelfreetocallDarrenSnellatanytime.