Complaints Handler / Administrator

One of our Milton Keynes based clients require a Temporary Complaints Handler / Administrator to carry out the following responsibilities:

• Receiving inbound queries and complaints from customers and responding in a timely and appropriate manner.

• Acknowledging complaints within regulatory deadlines, completing and maintaining logs of all complaint registers.

• Completing complaint investigations thoroughly; researching databases, files, records and meeting with relevant staff in order to produce a detailed report of the events and actions leading up to the complaint.

• Liaising with customers and writing comprehensive decision letters to customers or their representatives.

• Liaising with other bodies such as the Financial Ombudsman, Legal Firms or Claims Management Companies in handling complaints as required.

• Making fair and reasonable judgements about complaint outcomes in a timely manner and in line with TCF principles.• Liaising with department managers in reference to any concerns, providing feedback and tracking resolution.• Work with the Risk & Compliance team to ensure the firm’s systems and controls are robust.

Knowledge and Skills

• Previous experience of working in a complaint handling role preferable.

• Experience of working in a Financial Services environment is preferable.

• Demonstrates commitment to the fair treatment of customers.

• Strong communication skills.

• Strong analytical and investigation skills.

Working 35 hours a week, Monday to Friday mostly 9am - 5pm with 1 hour for lunch.