Our client a large corporate company is looking for an experienced Complaints Handler to join their team

Job Purpose

Investigate and resolve customer and 3rd party complaints and disputes providing a superior customer experience and fair outcome.

Key Accountabilities and Responsibilities:
* Ensure customers are treated in a fair and consistent manner.
* Manage the process relating to customer complaints and/or disputes.
* Take ownership of individual cases from receipt to conclusion.
* Handle cases to the highest standard of customer care and resolve them satisfactorily and in accordance with FCA and TCF principles.
* Ensure all complaints are handled within FCA guidelines and time scales.
* Ensure that responses are clear and demonstrate that a thorough investigation has been undertaken.
* Maintain accurate records on the Company's internal systems providing a clear and concise audit trail.
* Maintain a high level of quality at all times.
* Adhere to and maintain compliance with legal and internal processes and procedures.
* Keep up to date with regulatory and legislative changes.
* Provide support, cover, assistance and or guidance to other teams within Customer Care as required.
* Ensure KPI's and Quality Audit results are consistently achieving expectations.
* Complete ad-hoc tasks as required to achieve team goals.

Knowledge and Experience Required
Essential
* Excellent communication skills (both written and verbal).
* Excellent customer focus.
* Prior experience of working in dispute resolution and/or complaint handling.
* Desire to take ownership of issues and resolve.
* Able to make sound judgements to ensure the desired outcome for both the Company and customer.
* Strong negotiation and resolution skills.
* Excellent organisation and time management skills.
* Ability to handle a varying and demanding workload.
* Motivation and drive to meet and exceed expectations.
* Ability to meet tight time deadlines whilst retaining accuracy.
* High level of attention to detail and accuracy.
* Minimum pass in GCSE Mathematics/English or similar level.
* Excellent level of computer literacy.

Hours of work Monday to Friday 8-4 and 9-5 alternate weeks

Great prospects, great benefits

You will need to pass a credit check and DBS check

Apply today for immediate consideration!

Connect2staff are acting as an employment agency

Commercial Services Kent/Trading Ltd is an equal opportunities Employment Agency & Business and positively encourages applications from all suitably qualified and eligible candidates.