Complaints Specialist – Business Finance

Our client is the UK financial services arm of a blue chip global business. They are now looking to appoint a complaints specialist to join their customer relations team based near Slough (2-3 days in the office, hybrid working)

• Effectively liaise with internal and external customers by telephone, letter and e-mail in response to complaints or disputes.
• To investigate all customer disputes in a fair and impartial manner.
• To use an evidence based approach in assessing disputes, ensuring that all parties have opportunity to present their case and to discuss options for resolution.
• To work with colleagues in other departments to find appropriate solutions to all customer disputes, keeping the TCF guidelines foremost at all times.
• Ensure Customer Records are kept up to date and accurate.
• Pro-actively support other team members in the delivery of outstanding Customer Service, e.g. taking calls and sharing workloads during peak periods.
• In conjunction with the Operations Team Leaders identify and follow through process improvement initiatives that will improve the customer’s experience and lead to business efficiencies.
• To be able to work to industry and regulatory guidelines and time frames.

• Proven track record in offering exceptional service to customers (internal and external) via telephone and in writing.
• Experience in a Customer Services team preferably from a Financial Services background and / or a business to business environment.
• Experience of complaint management or dispute resolution.
• Experience in using Microsoft Office packages.
• Excellent Communication skills – both verbal and written.
• Good organisational and time management skills.
• Knowledge of regulatory bodies which may include FOS, FCA and FLA desirable.