Complaints Handler

Our leading Douglas-based Finance Sector Client is growing their Customer Services team and now require an experienced Complaints Handler to join them.

Reporting to the Complaints Team Manager, the Complaints Handler will independently investigate and respond to complaints from a wide range of customers and external stakeholders. Complaints can be complex in nature, so would suit someone who can methodically work through problems applying product and systems knowledge. Identifying the root cause of a complaint along with recommendations to avoid recurrence is also an essential part of the role. Specific duties will include :

• Monitoring various email inboxes to identify complaints, passing on non-complaints to the appropriate teams
• Recording complaints on the appropriate logs and maintaining accurate records throughout the resolution process
• Acknowledge complaints within regulatory and internal SLA timescales
• Thoroughly investigate complaints, taking into account internal policies and procedures whilst managing customer expectations
• Determine whether or not a complaint is justified and recommend restorative action
• Compose responses to customers / stakeholders outlining the complaint, details of the investigation and outcome

The ideal candidate for the role of Complaints Handler will have :

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