Job Description:

Complaints Handler – Exeter Office/Hybrid working split available

Join an organisation committed to upholding the highest standards of customer service and regulatory compliance. This is not just a job; it's a chance to make a tangible impact on both the company and its valued customers. As a Complaints Handler within the Complaints Team, your primary mission will be to manage and resolve complaints reportable to the FCA, while also providing guidance on non-reportable issues internally.

Your role will be pivotal in ensuring that root cause analysis is conducted meticulously, and high-quality management information is delivered to senior management. This is a position where your insights will directly contribute to enhancing procedures, systems, and controls, thereby mitigating future complaints and risks. Your ability to objectively assess complaints and make fair decisions is not just valued but essential. 

You will be responsible for:

• Responding to escalated complaints, investigating and communicating via letter final decision
• Maintaining up-to-date records
• Collating comprehensive reports for Management Information (MI)
• Training team leads with the most current complaint handling methods to the highest standards

To succeed in this role you will need:

• Background in managing complaints within a regulated sector
• In-depth understanding of dispute resolution 
• In-depth knowledge of the complaint handling procedures within the Financial Ombudsman Service
• Must have the right to work in the UK. 

Building good relationships and delivering exceptional customer service, even in challenging situations, will be key to your success. If you are ready to take on a role where your skills and experience will be truly valued, and where you can make a significant impact, apply today and take the next step in your professional journey. Experience a collaborative work environment that prioritises employee well-being and offers fantastic benefits.