Complaints Coordinator

We are now recruiting for a customer relations coordinator to join our customer services department. The main purpose of the role is to ensure that we treat all complainants fairly, by ensuring that all complaints that are subject to FCA and internal business requirements are handled appropriately.

Key responsibilities

• Handling all complaints accurately, subject to FCA Dispute Resolution: Complaints Sourcebook requirements.
• Ensuring complaints are acknowledged promptly in line with FCA requirements and internal procedures and SLA's.
• Undertaking investigative work in order to produce a formal response to each complaint.
• Issuing final response letters in relation to each complaint within internal and FCA timeframes ensuring they are detailed and clear.
• Ensuring that full, detailed records are maintained in relation to the complaint investigation and sign off on response and any compensation.
• Ensuring that payment arrangements in relation to any compensation or ex gratia payment are followed up and that payment is made.
• Maintaining the information on the Complaints Management System.
• Liaising with other departments in the company regarding feedback and improvements from complaints.
• Assisting the Customer Relations Manager in any other areas as required.

Competence, knowledge and skills

• Previous experience in an informal and/or formal complaints based role.
• Significant experience of working in a financial services administration role.
• Exceptional customer focus and passion for achieving the right outcomes for our customers.
• Exceptional interpersonal skills in dealing with customers, advisers and internal departments.
• Meticulous attention to detail in ensuring records of all complaints are detailed and the audit trail is maintained at all times.
• Knowledge of FCA requirements for complaints handling.
• Strong knowledge of the financial services industry.
• Knowledge of pension administration, ISAs is desirable but not essential.
• A background in dealing would be of strong benefit, but is not essential.

What we offer

• Starting salary £28,840
• 25 days holiday, increasing with service + buy/sell scheme + bank holidays
• 6% Pension with matched contributions
• Discretionary bonus scheme
• Share schemes (including free shares and BAYE)
• Health Cash Plan and discounted private healthcare
• Free onsite gym
• Enhanced family leave (subject to qualifying criteria)
• Travel and bike loan schemes
• Employee Assistance Programme

Our ways of working

We offer hybrid working, with a minimum of 50% of your working time per month spent in the office. For new starters, there's an initial period of full-time office working to help you settle in and build relationships.

Inclusion & diversity

We're committed to creating an inclusive environment where everyone feels respected and able to be themselves at work. We welcome applications from all backgrounds and make hiring decisions based on skills, experience and potential.