Manage, investigate and progress multiple complaints through to resolution.
Acknowledge and resolve complaints within set timeframes, as defined by the company and FCA, both via telephone and in writing
Proactive prioritisation and management of own allocated workload
Investigate root cause of complaint and gather information from relevant teams or stakeholders
A confident communicator who can maintain an empathetic approach whilst adhering to company policy and procedures
Regular communication with our customers, both in writing and by telephone, to gather information, address issues, concerns and objections and notify of complaint outcome
Demonstrate knowledge and awareness of compliance requirements and take responsibility for adherence to regulatory and compliance controls and quality assurance
Provide feedback, where appropriate, in line with continuous improvement culture
Ensure compliance with legal and industry regulations, organisational policies and professional codes of conduct

Minimum 1 years’ experience of complaint handling within Financial Services organization is desirable but not essential as full training will be provided
Excellent telephone manner, with the ability to build rapport with the customer to ensure they feel supported, receive best in class service at every touchpoint and have a clear understanding of next steps
Can demonstrate the ability to construct clear and concise written communications, using correct spelling and grammar
Is able to demonstrate experience in complex, regulated customer service environment
Can confidently manage assigned workloads
Able to prioritise workloads to meet targets and timelines

Perks at Work – Savings Discounts / Free Online Classes
Help@Hand
Savings Discounts / Podcast / Wellbeing Recourses / Webinars / Access to; GP’s, Mental Health Support, Financial Advice, Legal Advice
Critical Illness – up to £10,000
Cycle to Work Scheme
Eyecare support voucher
Holiday Purchase Scheme
Length of Service Awards
Workplace Pension
Monthly Inspire Awards – For the best of the best
Refer-A-Friend earns up to £1,200 for you
Monthly Wellbeing Webinars
Dedicated Employee Experience Progress – Here to support TP journey

Financial Services Complaints Handler

Key skills