Complaints Officer


Details:
  • Salary: £26,000 - 30,000 - Annum
  • Job Type: Permanent
  • Job Status: Full-Time
  • Salary Per: Annum
  • Location: Milton Keynes Buckinghamshire
  • Date: 2 weeks ago
Description:

Salary: £26,000 - £30,000 depending on experience + up to 6% discretionary bonus.

Working Location: Milton Keynes – Hybrid once fully trained

Employment Type: Full Time, Permanent

As a Complaints Officer you will be responsible for the end-to-end review of your own caseload of complaints from receipt to final decision ensuring that complaints are thoroughly reviewed, investigated, and resolved in a timely manner with a high degree of compassion and in line with our regulatory requirements.

What we offer:

* 27 days annual leave (plus bank holidays) and a holiday purchase scheme

* Generous pension scheme, with an employer contribution of up to 10.5%

* Life Assurance (x4 salary)

* Subsidised private medical insurance

* Cycle to Work scheme

* Employee discounts platform, including gym discounts

* 24/7 employee assistance programme supporting your mental wellbeing

* 2 days volunteer leave

* Equalised maternity, paternity, adoption leave and pay for all new parents

* Payroll Giving, this allows you to make donations to your chosen charity through monthly pay deductions

What you’ll be doing

* You will be an ambassador for the company, speaking with homeowners to support with simple complaints that the business receives.

* This role involves thorough end-to-end complaint investigations, liaising with other departments and stakeholders to ensure good outcomes are reached for our policyholders and effectively communicating your decision in a professionally written final response letter.

* You will also support your Complaint Handling colleagues in assisting with progressing more complex cases where possible.

* You will have excellent telephony skills with the ability to articulate your findings in a clear and simple way without compromising the level of customer service.

* Continuously keeping admin records/ internal systems up to date for paper trail and audit purposes.

The ideal candidate will have

* FCA working knowledge and understanding is essential for the role.

* Complaints experience in an office-based role is essential.

* Computer literate.

* Strong written and verbal communication skills

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