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Senior Complaints Handler (Pensions)

Location: LIVERPOOL, MERSEYSIDE Salary: 20000.00 - 26000 GBP Per Annum
Sector: Insurance Job Type: Permanent
Shift Type: N/A Applications: N/A
Posted: 12 months ago Reference: 3102443
Senior Complaint Handler

Liverpool Centre 

20,000 - 26,000

I have a very exciting opportunitiy to work as a Senior Complaint Handler for a large and very well established business. You will be a key member of the Mis-selling team handing complaints from first point of contact through full resolution.

This is a very exciting time for the business with recent growth in a number of key areas, plus a huge opportuniy to progress during you time with the firm.

· Complaints resolved fairly, promptly and efficiently
· Individual measures for output and quality are met
· Complaints are clarified and agreed by telephone with the customer ensuring the complaint is fully understood
· The complaint outcome is reached and redress calculated that puts the customer back in the position that they would have been in had the error not occurred,
· Technical advice obtained where required (both internally or externally) to assist with decision making
· Trouble & Upset payments considered and authorised to agreed limits, or referred to appropriate next level
· Complaint decisions discussed and agreed with customers by telephone and final decision communicated to the customer in writing in plain conversational English
· The individual circumstances of the customer is recognised and the outcome is communicated with empathy
· FCA Complaint Handling Rules (DISP) and all other relevant legislation such as the Data Protection Act and Money Laundering are complied with
· Systems are updated including supporting documentation to ensure a full and accurate record is maintained which details the complaint investigation, how the decision was reached and the outcome
· The Quality Audit process is followed and liaison with the Financial Ombudsman Service (FOS) takes place where necessary

Qualifications –
Minimum of 5 GCSE’s to include Maths and English C and above (or equivalent) or relevant experience

CF1 or equivalent, FA1 or FA2 or FPC2
Skills –
. Working knowledge and undersatanding of the Pensions industry
· Customer skills, ability to put yourself in the customer’s shoes and communicate decisions with empathy by telephone and in writing
· Confident, professional telephone manner
· Ability to take on board product and process knowledge and apply it quickly
· Ability to work under pressure
· Resilient & driven
· Problem solving and decision making
· Desire to help customers

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