Complaints Handler

• Job Title/Location: Complaints Handler, Surrey/WFH
• Salary: To £30,000 bonus pension
• Office/WFH: Office based training, then 3-days office & 2-days WFH per week
• Requirements: Experience in complaints handling, reporting & identifying trends with strong analytical skills. This experience must be within Financial Services, Banking, Insurance or other regulated industries. More info below.
• Role Snapshot: Investigating complaints, providing insight through complaint packs and driving improvements in customer service processes across several teams.

The Company: Our client is an innovative, established business that has expanded well over the last 4-5 years, now standing at around 180-200 people with product demand increasing.

The Role: Your remit in this Complaints Handler role is to ensure the highest standards of service in handling customer complaints, identifying trends and improving resolution at the first point of contact. Key responsibilities include:

• Act as first point of contact for customer complaints, ensuring they are handled efficiently and professionally to maximise resolution at first contact.
• Conduct in-depth complaint investigations, identifying root causes and drafting comprehensive responses to ensure a fair and consistent approach.
• Develop & maintain complaint packs that highlight key trends, recurring issues & areas for improvement. Present findings to management to drive proactive solutions.
• Perform quality checks on complaint resolutions and customer interactions to ensure adherence to company standards and regulatory guidelines.
• Help to coach Customer Service teams to enhance complaint handling skills.
• Collaborate with internal stakeholders to improve processes, streamline complaint handling, and enhance customer experience.
• Lead engagement meetings/share best practise with other departments.

Skills / Experience Required: For the Complaints Handler role our client will consider a range of backgrounds. These include experience in complaints handling, reporting & identifying trends with strong analytical skills, awareness of consumer duty/customer protection regulations, people with PPI/car/motor claims experience and exposure to vulnerable customers. Also those able to conduct root cause analysis and provide solutions. This experience must be within Financial Services, Banking, Insurance or another regulated industry and you must have a confident telephone manner.

Additional Information: The salary for this Complaints Handler role is up to £30,000 bonus, pension to 16%, free parking, life & health benefits. A lovely working environment, a progressive business with a track record of training and developing people. Please apply below.

The Complaints Handler role is one of many vacancies we are handling. ARC is a specialist within Financial Services recruitment and the Consultant handling this role has over 30 years of experience in this field. Areas of focus include administration, compliance, business analysis, customer service, project/programme management, paraplanners, sales support, marketing, underwriters and group risk/employee benefits related roles. Check the website and feel free to call Darren Snell at any time.