Complaints Executive

We’re looking for a Complaints Executive to join our clients Client Relations team on a permanent basis. This varied role is critical in supporting Service Excellence objectives by using a variety of dispute resolution skills and risk management techniques to ultimately ensure positive customer outcomes are achieved.

You’ll work as part of a tight-knit team to respond and resolve complex and/or regulatory complaints relating to multiple products. You are also responsible for investigating internally identified (and potential) errors that pose a financial or reputational risk for the company, whilst remaining accountable for customer and advisor care.

This role is based on site in Ipswich with the opportunity to go Hybrid once fully comfortable and settled into the role. The salary is up to £30k DOE plus company benefits. 

Working Hours: Monday - Friday 9-5:30 (37.5 hours per week) 

Duties:

Handling complaint cases to agreed standards and in compliance with the Code of Conduct at all times
Using detailed knowledge and investigative skills to fully explore cases
Providing expert advice when resolving complaints
Setting expectations and delivering excellent customer service throughout
Capturing all details and progress of a complaint, categorising it in accordance with business and FCA standards
Identifying ways to improve customer service and complaint handling, sharing specialist knowledge and transferring skills as appropriate within the business with a view to educating and enabling colleagues to identify and pre-empt potential complaints.
Experience:

Experience of writing customer complaint response letters
Good discretion and judgement, when dealing with a wide range of situations
The ability to communicate and translate the technically complex so that it is easily understood, both verbally and written
Confidence to use your own initiative and problem-solving skills
A positive, empathetic and professional attitude
To be inquisitive and challenge existing protocols and procedures to ensure they remain fit for purpose
Strong analytical and investigative skills