- Handling of all complaints received within the 1st stage of the complaint handing process, across all product lines, investigating and resolving complaints within 3 days following receipt.
- Complete the initial acknowledgement of a complaint promptly, systematically and fairly and within set time limits.
- Take ownership for managing and resolving all allocated customer queries within agreed authority, ensuring that you have carried out a thorough investigation of the cause of individual complaints by gathering information from relevant departments and reviewing the relevant documentation.
- Make recommendations for fair, impartial decisions on whether to uphold a complaint in line with the Bank’s policies and set mandate and calculate redress and compensation in line with regulatory and FOS guidelines.
- Provide excellent customer service at all times, ensuring that continuous contact with the Customer to provide updates throughout the investigation, making use of all forms of communication method i.e. calls, letters and emails.
- Work with your peers to identify actions to address the cause of complaints and share these with the Root Cause Function.
- Following an investigation, provide the department with a critical analysis of their current processes and documentation with a view to reducing future complaints. Where necessary, proactively challenge or provide reasoning to decisions with key stakeholders.
- Ensure that the quality of the investigation notes and communication with the Customer is to a high standard and meets the quality assessment standards outlined by the Quality Assurance team.
- Maintain detailed and accurate customer related information on all relevant systems and databases
- Take responsibility for handling Customer Complaint mailbox activity on a rota basis
- Maintain up to date knowledge and adherence of compliance with legal requirements, industry regulations, organisational policies and professional codes
- Support in Collation of, and production of reports and summaries of patterns and trends, and offer recommendations to managers to reduce and prevent complaints
- Ensure that you fully understand and comply with the organisation’s Risk Management Policies as they relate to your area of responsibility and demonstrate in your day to day work that you put customers at the heart of everything you do.
- Ensure that you fully understand and comply with the organisation’s Data Governance Policies as they relate to your area of responsibility and demonstrate in your day to day work that you treat data as an important corporate asset which must be protected and managed.
Maintain the company’s compliance standards and ensure timely completion of all mandatory on-line training modules and attestations.
- Basic level of understanding of the FCA’s regulatory framework for handling customer complaints and Consumer Duty is essential.
- Basic knowledge of approaches and principles for customer engagement, their responses, knowledge of investigation methods, root cause analysis and resolution of complaints is vital for this role.
- Knowledge of customer vulnerability and how to deal with vulnerable customer is essential
- Basic knowledge of ethical standards, including an understanding of the BCOBS, MCOBS and DISP is desirable
Knowledge of Work Smart Complaints system is desirable.
- Excellent skills in verbal and written communication, active listening, empathy, time management and prioritisation are essential.
- Great investigative, analytical and attention to detail is vital for this role.
- Ability to manage multiple complaint caseloads, take ownership and accountability to resolve/escalate complaints within the regulatory time period.
- Effective decision making, persuasive and negotiation skill to ensure a fair outcome for the customer keeping consumer duty in mind.
- Good IT skills in use of Microsoft Word/Excel/Internet is essential
Great team player with a positive outlook, builds and maintains effective relationships with vital stakeholders and the wider team.
