Complaints Officer

Complaints Officer

Do you enjoy solving problems for customers? Do you thrive on investigating issues and collaborating with colleagues to get the best outcomes for customers? Then we’d love to hear from you! As a Complaints Officer, you'll take ownership of the complaint process from start to finish, achieving a fair and consistent customer outcome in line with company policies and procedures and in accordance with regulatory guidelines. You'll be providing excellent customer service, communicating in a helpful and friendly manner with every customer whether over the telephone or by written correspondence. 

Responsibilities 

• Provide excellent customer service, communicating in a helpful and friendly manner with every customer whether over the telephone or by written correspondence
• Take ownership of a complaint from start to completion, ensuring that the customer is regularly kept informed of the process. 
• Gain a thorough understanding of the business and its products,  building relationships across our offices and collaborating between all departments to provide a quick and coordinated service to customers.
• Ensure all complaints are dealt with in line with FCA guidelines and other relevant legislation

What we're looking for

• Experience dealing with complaints in an FCA regulated industry (Ideally)
• Proficient telephone manner and communication skills
• Great letter writing skills 
• Passion for the customer
• Empathy 
• A friendly and caring nature

What you'll get in return 

💷  Starting salary £26,000
🏥  Private Healthcare, Worldwide Travel  Insurance and Dental Cover through Vitality
🎁  Anniversary Rewards (£250, £500, £1000, 4-week fully paid sabbatical)
👛  Salary Sacrifice Pension Scheme up to 7% match
🏖️  28 days holiday (plus bank holidays) (pro rata) 
📖  Annual Learning Budget
👪  Enhanced Parental Leave
🚲  Cycle to Work Scheme
🚂  Season Ticket Loan
💬  6 free therapy sessions per year
🐶  Dog Friendly Offices
 🍫  Free drinks and snacks in our offices

We place a huge emphasis on continual learning and have created an environment where this is possible every day. Internal mobility is important to us and our goal is to help every employee realise their aspirations. Why not check out here what you need to do to progress in this role at Capital on Tap. 

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