Regulatory Complaint Handler

Description

Rate of pay: 14.6615.50 per hour (Annual Est. 27400)

Shift: Tuesday 09:00-17:00 Wednesday 09:00-16:45 Thursday-Saturday 9:00-17:00 (36 hours per week)

Peak periods: During our peak trading periods youll also be required to work an additional 4 hours per week for up to 20 weeks of the year.

Location:Desford Road Enderby Leicester LE19 4AT

Start Date:Monday 28th September

Training:X4 weeks of in-house training Monday-Friday 9-5.

Are you someone who thrives on helping people and making a real difference As a Regulated Complaint Handler in our Customer Escalations Team youll be part of a small friendly team dedicated to resolving customer complaints with care and professionalism.

In this role youll not only address individual issues but also have the opportunity to influence how we serve all customers by recommending process improvements. Youll have the freedom to use your initiative supported by colleagues who are always ready to offer guidance and support. This is more than just a job. Its an opportunity to advance your career in a dynamic department and make a lasting impact.

A day in the life
:

• Investigate & Resolve: Handle regulated customer complaints by investigating account histories liaising with relevant teams and resolving disputes relating to credits billing and lending within agreed timescales.
• Build Relationships: Navigate sensitive financial discussions with empathy turning complex complaints into positive experiences for customers.
• Influence Quality: Identify root causes of complaints and suggest improvements to business processes and practices.
• Plan & Prioritise: Manage your cases using a diary system to organise and prioritise workloads ensuring deadlines are met.
• Communicate with Precision: Speak and write to customers using a mix of professional and conversational language ensuring clarity and fairness in every outcome.

What Youll Take on

You will deal with a variety of complaints to name a few:

• Credit & Lending: Handling sensitive claims regarding Irresponsible Lending and investigating Credit File disputes or inaccuracies.
• Financial Disputes: Resolving Balance Disputes where billing errors or unexpected charges have occurred.
• Account Credits: Investigating cases where returns havent been credited or refunds are outstanding.
• Logistics & Service:Resolving issues where failed collections or missing items have impacted a customers financial account.

Whats in it for me

• Competitive Pay: Earn up to
  16.99 per hour
  .
• Quality over Quantity: We have
  no productivity targets
  . We want you to focus on theright resolution for the customer not just the fastest one.
• Career Growth: Develop high-level conflict resolution and financial skills in a supportive environment that prepares you for future advancement.
• Culture: Work in a collaborative fast-paced department where help is always at hand.

What were looking for:

You are a self-motivated professional with a can-do attitude and a passion for customer satisfaction. Youll need:

• Experience: Previous experience in a regulated customer service/ complaint-handling environment within an FCA-regulated sector such as
  banking financial services or energy.
• Communication: The ability to write and speak with clarity empathy and attention to detail especially when representing our senior leadership.
• Organisation: The skill to prioritise a busy workload and meet tight deadlines.
• Resilience: A calm approach to problem-solving in a dynamic environment.

Whats Next

Our recruitment process is a simple three-step journey: first a telephone interview to learn about your experience and suitability; second an online letter-writing assessment where youll demonstrate your written communication skills through a customer response task if successful; and finally a face-to-face…