Complaints Handler

Job Description

Duties include:
Responsible for resolving complaints by telephone, mail and face to face
Identify and research the cause of the complaints through liaison across all departments
Dealing directly with complex client situations, communicating with aggrieved and often very angry and frustrated clients throughout the cycle of investigation and bringing their complaint to a resolution
Make appropriate use of Financial Compensation and will identify, wherever possible, methods of resolving complaints to the client’s complete satisfaction
Responsible for timely and accurate recording of case information on complaint handling, including complaint codes and ensure that the data conveyed is clear and concise
Production of regulatory letters and Summary Resolution Communications
Support root cause analysis activity, driven by the Root Cause Analysis Manager, to identify complaints trends and contribute to mitigating the reputational and financial risk posed by these complaints

Skills and experience required:
18 months plus experience in customer facing role
Computer literate