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Complaints Handling Specialist


Tööpakkumine on aegunud!

Tööpakkumise number 398017

Tööpakkumise number


Job Description

A complaints administrator will contribute to the overall success of the company by effectively delivering excellent customer service, resulting in positive customer outcomes. The right candidate will provide professional, effective administrative and account management support to the Training and Quality team.

Applicants should be able to demonstrate experience in a complaints role or similar, within a regulated environment, as well as knowledge of Treating Customers Fairly, the Financial Ombudsman Service and FCA regulations. The right candidate will effectively communicate with their audience and have good computer, literacy and telephone skills. The ability to build relationships and liaise with management, customers, internal colleagues and the Financial Ombudsman Service is also an important part of the role. Customer focus is critical.

Key responsibilities:
• Answering complaints in line with business complaints handling procedures
• Establishing whether the customer is making an “expression of dissatisfaction”
• Ensure customers who have suffered detriment are put in the position they would have been in had an error not been made
• Liaise with relevant departments and managers, ensuring timely resolution of a complaint
• Adhering to the agreed ‘authority to settle’ levels, escalating when necessary
• Maintain management information records of complaints which will enable the business to identify trends and feedback into the business to enable root cause analysis,
• Liaise as necessary with the Financial Ombudsman Service, collecting information when required prior to the production of responses, and ensuring there is a timely delivery of these responses
• To assess whether complaints fall within the jurisdiction of the Financial Ombudsman Service
• To provide bespoke guidance on resolution and arrange required action to be taken to resolved complaints, liaising appropriately with internal or external stakeholders
• Ensure customers in financial hardship are given appropriate contact details for assistance
• To refer complaints to third parties where the complaint isn’t solely, or at all our responsibility, and keep a register of this
• To investigate, record and report all fraud cases in line with industry requirements, and company policy and procedures, liaising with the relevant
• To refer all Data Protection Act requests to the relevant Data Protection Officers


Key knowledge, skills and characteristics
• Communicate effectively in writing and verbally
• Critical thinking, using logic and reasoning to identify opportunity to improve process
• Excellent organisational skills
• Judgement and decision making , considering the relative costs and benefits of actions chosen
• Service orientation and looking for ways to help people
• Self-motivation and enthusiasm
• Ability to work as part of a team, with a flexible but organised approach to completing tasks
• High degree of professionalism, confidentiality and discretion in carrying out all duties
• Analytical thinking
• Dependability, reliability, responsibility
• Initiative, willingness to take on responsibilities and challenges
• Ability to keep abreast of new and known industry trends, including ombudsman decisions

Desired experience
• Minimum of 3 years’ experience working as an administrator, customer service advisor or complaints handler in a customer centric environment,
• Intermediate level proficiency in Microsoft Word, Excel, Outlook and PowerPoint
• FCA or FOS complaints background or similar
• Relevant industry experience
• Understand of AML / HMRC regulations
• Consumer Fraud Awareness
• Knowledge of regulatory affairs with respect to complaint handling in a regulated industry
• Excellent English language skills

Company offers

• Training opportunities and support
• Awesome team to be part of - we have friendly, multicultural and talented people
• Regular team events to get you out of the routine
• Motivation package that supports a healthy lifestyle
• Extra paid vacation days
• A modern office in the city centre with a relaxed atmosphere

Tallinn, Harjumaa
Job type:
full-time, employee
Expiration date:
19. oktoober 2015
2. oktoober 2015