Complaints Specialist

Job Overview

The successful candidate for this role of Complaints Specialist will join our passionate and committed team at a time of rapid growth. This is a new role to the business which will allow you the opportunity to directly influence the processes we operate and ensure we deliver a robust complaints handling procedure demonstrating a strong commitment to customer satisfaction.

Role and Responsibilities

• Manage the end to end customer complaints journey in line with regulatory deadlines in an efficient and timely manner
• Lead HHF’s Complaints Handling Process, making effective decisions based on your understanding of a customer’s complaint and as a result of your comprehensive investigation
• Demonstrate a working knowledge of the FCA Dispute Resolution Handbook to ensure regulatory requirements are adhered to
• Collate and support timely submission of complaints data for regulatory reporting purposes
• Design and deliver appropriate management information reporting to provide visibility of complaint typologies and trends
• Ensure our communications with customers during the complaints process is of the highest standard, demonstrating our commitment to delivering positive customer outcomes in consideration of Treating Customers Fairly
• Build an effective audit trail ensuring system notes are clear, up to date and record outcomes of the complaint
• Conduct thorough complaints investigations liaising as appropriate with suppliers/internal departments or other third parties as applicable
• Ensure that root cause analysis processes meet the requirements of the FCA Dispute Resolution Handbook
• Maintain a cooperative and pro-active relationship with the Financial Ombudsman Service and ensure that customers receive their FOS rights in a timely manner
• Promote a solutions-driven culture in regard to complaints management and strive to find opportunities for continuous improvement

Knowledge and experience

• Prior Complaints Handling experience in an FCA regulated environment is essential (within Asset Finance is desirable)
• Strong Attention to detail
• Ability to work to tight deadlines and remain calm under pressure
• Ability to multi task and re prioritise tasks throughout the day, effectively managing conflicting priorities
• Excellent communication skills
• Self-motivated and driven
• Good letter writing capability
• Familiar with Microsoft office and outlook
• Be driven by a restless curiosity

Salary / Hours

• Very competitive salary based on experience
• 22 hours per week (to be agreed but will be split over a minimum of 3 days per week)

Please apply in the first instance by sending your CV to humanresources@hhf.uk.com