Complaints Advisor

  • Job Reference: AS/SE/CA
  • Date Posted: 2 July 2024
  • Recruiter: KHR - Recruitment Specialists
  • Location: Sevenoaks, Kent
  • Salary: £25,000 to £27,000
  • Bonus/Benefits: + Company Benefits
  • Sector: Customer Service
  • Job Type: Permanent
  • Work Hours: Full Time

Job Description

Role: Complaints Advisor
Location: Sevenoaks, Kent
Hours: Monday to Friday 9am to 5.30pm (37.5 hours per week)
Salary: £27,000 per annum + Competitive Benefits

Commutable from: Sevenoaks, Tunbridge Wells, Tonbridge, Orpington, Swanley, Croydon, Dartford, Abbeywood, Maidstone, Gravesend and surrounding.

Are you an experienced customer service with experience dealing with complex customer complaints? We are recruiting for a Complaints Advisor for a fantastic financial services organisation.

This is a growing and developing role as the department is expanding rapidly. We are looking for self-motivated, experienced complaint handlers who can work autonomously to offer the best resolution to the customers.

As a Complaints Advisor, you will work as part of a team to ensure the timely and accurate administration of any complaints received by the company including the company's introducers and customers.

- To work as part of a motivated team, sharing successes and key learnings to ensure that all inbound complaints are thoroughly investigated within regulatory time frames.
- To openly and fairly review each customer complaint without bias or personal opinion.
- To take ownership throughout the decision-making process, communicating your reasoning, ensuring the business meets its obligations with relevant legislation including the Consumer Credit Act, FCA, FOS and the FLA code of practice, whilst keeping the customer at the heart of what you deliver.
- Establish telephone contact with customers to gain a full understanding of their complaints to progress to a fair outcome as quickly as possible.
- Ensure that all complaints are handled with the highest standard of customer care.
- Build excellent relationships with 3rd party service providers, dealer networks and the sales team to review and resolve any quality concerns.
- To maintain a complaints database with correct and relevant information at all times.

The Ideal Candidate:
- The ideal candidate will have experience working within a similar position, ideally within Financial Services or similar.
- Knowledge of the FCA's Conduct Rules, particularly treating customers fairly (TCF) and the Consumer Duty would be beneficial but not essential.
- Knowledge of GDPR and DPA Act.
- Good educational background with proficiency demonstrable in Maths and English.
- Computer Literate, including MS Office products and Email.

- 25 days annual leave entitlement + additional day for your birthday
- Strong progression plans
- Private Medical Cover
- Life Insurance Cover
- Gym membership discount
- Car Scheme
- Premium Bonds for children
- Occupational Parental Pay
& More!

At KHR we take care to ensure that you are represented as well as possible so it is worth checking your CV for layout, spelling and grammar as well as making sure it is up to date before you submit. If you feel you need to highlight particular qualifications, skills or relevant experience with regards to a specific role then please add a cover letter or a preface page. This does not need to be formatted in the same manner. In addition, if your CV is heavy with graphics etc, please could you also submit a "clean" copy in Word. Thank you.

KH Recruitment Ltd is acting as an Employment Agency in relation to this vacancy. KHR - Recruitment Specialists is a trading name of KH Recruitment Ltd Keep in touch with us online for job alerts, industry updates and market...