
Complaints Resolution Professional
5 days ago
We are seeking a Complaints Handling Specialist to join our team. This is a backfill position offering a great opportunity to work with a stable and supportive team that plays a key role in customer outcomes and regulatory compliance.
As a Complaints Handling Specialist, you will be responsible for managing and investigating customer complaints, informal and formal, received through sales channels. You will investigate formal complaints and prepare well-structured responses, support complaints escalated to Financial Services, identify trends, root causes, and areas for improvement from complaint data, flag quality issues and share feedback with relevant teams, assist with complaint-related training and internal processes, and collaborate with quality and compliance teams as needed.
Key Responsibilities:
- Managing and investigating customer complaints
- Investigating formal complaints and preparing well-structured responses
- Supporting complaints escalated to Financial Services
- Identifying trends, root causes, and areas for improvement
- Flagging quality issues and sharing feedback
- Assisting with complaint-related training and internal processes
- Collaborating with quality and compliance teams
Requirements:
- Fully APA qualified is essential; CIP is preferred
- Solid experience handling customer complaints, ideally in financial services or insurance
- Good understanding of Consumer Protection Code (CPC) guidelines
- Strong written and verbal communication skills
- High level of accuracy and attention to detail
- Confidence using Microsoft Office and internal systems
- Proactive, organised approach to work
Why this role?This is a great opportunity to work with an experienced and supportive team where your voice is heard, and your insights make a real difference to both customers and internal processes. If you're someone who enjoys problem-solving and wants to contribute to improving customer outcomes, this could be the right fit for you.
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