Senior Complaints Handler (SWOCCE) Cardiff, Wales
| Salary: | GBP22000 - GBP26000 per annum |
Are you an experienced Complaints Handler? Are you seeking a new challenge in the financial services industry based in Cardiff City Centre?
We are currently recruiting for a Senior Complaints Executive to join one of our clients in the financial service industry. This is an exciting opportunity for an experienced complaints handler to take the next step into a more senior position, or for an experienced senior handler to face an exciting new challenge!
To support the Head of Operations with all customer related complaints including front line customer contact, complaint investigation and resolution, root cause analysis and identifying/owning the completion of preventative actions to reduce future complaints.
Main responsibilities of a Senior Complaints Handler include:
- Providing training and feedback to other departments and colleagues to improve their complaint handling skills
- Making sure all complaints are handled within best practice guidelines and regulatory rules
- Responsible for completing all complaint investigations, documenting root cause of each complaint and any associated preventative actions
- Taking over when a front line colleague is unable to gain the customers acceptance to resolve a complaint on the initial telephone call
- Responsible for actioning all non-telephony complaints received (e.g. written, email or face to face complaints)
- Reviewing the complaints MI for accuracy and completeness.
- Owning the timely completion of preventative actions by either taking responsibility for these or working with colleagues that are responsible to ensure timely delivery
- Completing monthly complaints MI including root cause analysis and evidencing preventative action taken to evidence a culture of learning from existing complaints and continuous improvement to business processes
- Manage own workload to ensure complaints are actioned promptly
- Identify customer situations that may require specialist handing (e.g. vulnerability or fraud) and refer these as appropriate
- Proactively challenge existing processes and take ownership for implementing positive changes within own span of control
To be considered for this position, you must obtain, or be willling to work towards CeMAP qualification.
Interviews are taking place ASAP, so if interested APPLY NOW!
Red Recruitment (agency)
#RedCF