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Making Finance Easy

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