Customer Relations Officer

Job Description

**Role Overview:**As a Complaints Handling Specialist, your main role is to thoroughly investigate and manage all complaints received from customers, ensuring they are resolved within 3 days of receipt. It is essential to handle complaints in accordance with the Banks Internal Complaints Handling Policy and Procedures, following Consumer Duty and FCA regulations.**Key Responsibilities:**- Investigate and resolve all complaints received within the 1st stage of the complaint handling process across all product lines within 3 days.- Promptly acknowledge complaints and complete initial acknowledgment systematically and fairly within set time limits.- Take ownership of managing and resolving allocated customer queries, conducting a thorough investigation by gathering information from relevant departments.- Make recommendations for fair decisions on complaint resolutions in line with bank policies and regulatory guidelines.- Provide excellent customer service by maintaining continuous contact with customers via calls, letters, and emails throughout the investigation.- Collaborate with peers to identify actions addressing the root cause of complaints and share insights with the Root Cause Function.- Provide critical analysis of current processes and documentation to reduce future complaints.- Maintain high-quality investigation notes and communication with customers meeting quality assessment standards.- Ensure accurate customer information is updated on relevant systems and databases.- Handle Customer Complaint mailbox activity on a rotational basis.- Stay updated on legal requirements, industry regulations, organizational policies, and professional codes.- Support in producing reports and summaries of patterns and trends to reduce and prevent complaints.- Adhere to Risk Management and Data Governance Policies, putting customers at the heart of your work.- Maintain compliance standards and complete mandatory online training modules and attestations promptly.**Qualification Requirements:**- At least 1 year of complaints handling experience in a regulated financial services environment.- 1 year of experience in a customer-facing role within a Financial Services environment.- 1 year of experience investigating complaints in line with FCA regulations.- Experience working with vulnerable customers.- Knowledge of UK Secured loans, second charge lending, underwriting, and operations.**Additional Company Details:**- Only Graduates are eligible for this specialized role.- Certifications in Complaints Handling, Customer Services, or UK financial Services and products would be desirable. **Role Overview:**As a Complaints Handling Specialist, your main role is to thoroughly investigate and manage all complaints received from customers, ensuring they are resolved within 3 days of receipt. It is essential to handle complaints in accordance with the Banks Internal Complaints Handling Policy and Procedures, following Consumer Duty and FCA regulations.**Key Responsibilities:**- Investigate and resolve all complaints received within the 1st stage of the complaint handling process across all product lines within 3 days.- Promptly acknowledge complaints and complete initial acknowledgment systematically and fairly within set time limits.- Take ownership of managing and resolving allocated customer queries, conducting a thorough investigation by gathering information from relevant departments.- Make recommendations for fair decisions on complaint resolutions in line with bank policies and regulatory guidelines.- Provide excellent customer service by maintaining continuous contact with customers via calls, letters, and emails throughout the investigation.- Collaborate with peers to identify actions addressing the root cause of complaints and share insights with the Root Cause Function.- Provide critical analysis of current processes and documentation to reduce future complaints.- Maintain high-quality investigation notes and communication with customers meeting quality assessment standards.- Ensure accurate customer information is updated on relevant systems and databases.- Handle Customer Complaint mailbox activity on a rotational basis.- Stay updated on legal requirements, industry regulations, organizational policies, and professional codes.- Support in producing reports and summaries of patterns and trends to reduce and prevent complaints.- Adhere to Risk Management and Data Governance Policies, putting customers at the heart of your work.- Maintain compliance standards and complete mandatory online training modules and attestations promptly.**Qualification Requirements:**- At least 1 year of complaints handling experience in a regulated financial services environment.- 1 year of experience in a customer-facing role within a Financial Services environment.- 1 year of experience investigating complaints in line with FCA regulations.- Experience working with vulnerable customers

Keyskills :
verbal communicationwritten communicationtime managementanalytical skillsnegotiation skillsIT skillsMicrosoft WordMicrosoft Excelrelationship buildingactive listeningempathyprioritisationinvestigative skillsattention to detaildecision making