Complaints Handler (Mortgages)

Job Title: Complaints Handler - Financial Services

Location: Wolverhampton

Salary: £21- £23,000 per annum

Permanent - full time, Monday to Friday, hybrid working available.

A new and exciting role has become available for our financial services client in Wolverhampton.

The key purpose of this role is to ensure that all complaints are handled in accordance with the organisation's internal Complaints Handling Policy and Procedures, ensuring complaints and external disputes are managed in line with the FCA regulations, fairly, accurately, and clearly.

Duties include:

Handling of all complaints received within the 1st and final stage of the complaint handling process.
Completion of outbound acknowledgement and resolution calls with complainants.
Acknowledging, drafting, and sending out complaints correspondence promptly, responding to customers within set time limits, systematically and fairly.
Resolving customers' queries within agreed authority, investigating the cause of individual complaints, and where required, gathering information from relevant departments, and reviewing sales documentation.
Making recommendations for fair, impartial decisions on whether to uphold a complaint in line with the organisation's policies and set mandates.
Calculating redress and compensation in line with regulatory and FOS guidelines.
Maintaining customer related information systems for accurate record keeping.
Identifying actions to address the cause of complaints, making suggestions to improve processes and documentation to reduce complaints.
Ensuring compliance with legal requirements, industry regulations, organisational policies, and professional codes.

The successful candidate will have:

Experience in complaints handling, ideally within a financial services environment.
Good IT skills including MS Office.
Excellent verbal and written communication skills.
Really good organisation and attention to detail.
Tact and discretion dealing with sensitive personal information.
A good level of qualification in Maths and English.

This is a rare and exciting opportunity to work for a company which provides excellent benefits for its employees; including the opportunity to earn an annual bonus, 28 days annual leave and many other additional benefits.

If you feel you meet the above criteria and want to work for a fantastic, successful company, please apply online for immediate consideration.

This role is being handled by Leah Hall, Business Support Consultant for Pearson Whiffin Recruitment.

Not quite the right role but still looking?

Whether you are entry or Executive level, our team of experienced Recruitment specialists can help you with your career. We are Kent's leading independent consultancy and pride ourselves on delivering an exceptional service to both candidates and clients.

Find us on Facebook @PearsonWhiffinRecruitment and Instagram @PearsonWhiffinRecruitment.

By working with us, you will be helping support charities across Kent; we have raised over £50,000 so far
Wolverhampton, United Kingdom, gb
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