Assistant Complaints Analyst

Competitive | Telford | Permanent
Posted 2 months ago

Assistant Complaints Analyst
£ Competitive

IQ Talent Solutions are delighted to be working with one of our key clients in the finance and insurance sector, supporting them with the recruitment of an Assistant Complaints Analyst to be based in their Telford offices

The Role
To conduct a fair, consistent and prompt investigation of all sales complaints and assist in identifying and reporting emerging trends through analysis from complaints received. Review the potential for wider spread customer detriment, and deploy the agreed risk based business review process.

Duties & Responsibilities
• Investigate non-complex sales complaints adhering to the company’s complaints handling procedures, ensuring a full, fair and robust investigation is conducted and evidenced on file and through use of the complaint database system ‘Respond’.
• Ensure a positive relationship with the customer and where possible communicate with the customer over the telephone to data gather and deliver the complaint decision
• Ensure the customer is kept informed of the progress of their case, in a clear, timely and accurate manner and make informed decisions to reach a fair conclusion of the individual case
• Assist in identifying trends in complaints received and product issues ensuring any emerging risks or concerns are appropriately escalated, fully investigated, reported and any customer impact evaluated and resolved
• Manage the open caseload to ensure that all new cases are ready for investigation within agreed SLA
• Promptly processing settlement of cases where an offer has been accepted. Preparing files requested by the Financial Ombudsman Service within the required timescales

Skills & Experience
• Ideal candidates will have a solid education to at least GCSE level with a minimum grade C in English and Maths
• A good understanding of FCA guideline and financial services products would be a huge bonus
• Candidates will preferably have at least two years’ experience working in either customer services or financial services and complaint handling
• You will be a good communicator and able to liaise with clients and colleagues well via phone or email
• Candidates will be able to demonstrate good analytical and investigative skills in their work

For more information about this role, please contact:

Rachel Loughlin
0161 237 0063

See Rachel Loughlin's jobs
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