Complaints Administrator

Role: Complaints Administrator
Location: Sevenoaks, Kent
Hours: 9am until 5pm, Monday to Friday

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

We are recruiting for a Complaints Administrator for a fantastic financial services organisation. We are looking for an individual with a strong background in dealing with Customer Complaints within a Financial Services environment.

As the Complaints Administrator, you will aim to achieve the right customer outcome based on the information gathered throughout the investigations, liaising with other specialist teams both in-house and externally. You will drive good customer outcomes, balancing the regulatory requirements and business policies with the needs of the customer.

Duties:
- To ensure all customer commission queries are acknowledged within regulatory timeframes.
- Assisting customers with updates to ongoing complaint issues or recording new complaints for our complaints handlers to deal with.
- Establish telephone contact with customers to gain a full understanding of their complaints to progress to a fair outcome as quickly as possible.
- Build excellent relationships with 3rd party service providers, dealer networks and the sales team to review and resolve any quality concerns.
- To assist the Complaints Team Leader with any ad hoc tasks that may arise.
- To assist the Complaints Team with daily tasks if their workload is up to date e.g., collating of FOS files, acknowledgement customer calls etc.
- 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 they deliver.

The Ideal Candidate:
- Experience working within the finance industry with a minimum experience of 12 months handling issues and complaints.
- Knowledge of the FCA's Conduct Rules, particularly treating customers fairly (TCF) and the Consumer Duty
- Knowledge of GDPR and DPA Act
- Ability to understand and comply with documented processes, policies, and procedures.
- Excellent verbal and written communication skills
- Someone who loves to learn and do well and is keen to develop their career.

Benefits:
- 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

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