Complaints Handler

Aspion; Liverpool City Region; Hybrid; GBP 25,000 - 27,000; Full time

Job description

Complaint Handler

£25,000 - £27,000

Liverpool City Centre / Hybrid Work Arrangement

The Company

Our client is a well-established financial services provider with a strong reputation for delivering tailored solutions to their customers. Operating within the consumer finance sector, they are known for their commitment to excellent customer service and innovative products. With a supportive and professional team culture, they pride themselves on fostering a collaborative working environment that values continuous improvement and customer satisfaction.

The Role

We are seeking a dedicated Complaint Handler to join our client's team. This is a customer-focused role that involves managing and resolving complaints across multiple channels, including phone, email, and social media. You will play a key role in ensuring customer satisfaction by addressing concerns promptly and professionally while adhering to regulatory and company standards.

Key Responsibilities:

1. Handle incoming complaints through various channels, including phone, email, and social media, ensuring all issues are logged accurately.
2. Investigate and resolve customer complaints in line with company policies and regulatory guidelines.
3. Communicate resolutions effectively, maintaining a professional and empathetic tone at all times.
4. Collaborate with internal departments to gather information and implement solutions for complex cases.
5. Monitor complaint trends and provide feedback to improve customer service processes.

About You

Person Specification:

1. Proven experience in handling customer complaints within a financial services environment, including familiarity with regulatory standards and processes, would be advantageous.
2. Knowledge of the Financial Ombudsman Service (FOS) and experience managing complaints that could escalate to this level is desirable.
3. You must be based within commutable distance to our office in Central Liverpool.
4. Strong communication and problem-solving skills, with the ability to remain professional and empathetic under pressure.
5. Self-motivated and adaptable, capable of quickly understanding company processes and contributing effectively from day one.

Job Benefits:

1. Competitive salary up to £27,000 per annum.
2. Annual company bonus scheme.
3. 25 days of holiday plus bank holidays.
4. Flexible hybrid working arrangement with 2 days working from home per week.
5. Modern office located in the heart of central Liverpool.
6. Supportive team environment with opportunities for professional growth.

Ready to make a difference in customer satisfaction? Apply now and join a dynamic team where your skills will truly shine.