£ 18000 - £ 19000 / Year
Office and Secretarial - Office and Secretarial
· Job type
Office and Secretarial
· External Reference
Adecco are currently recruiting for a Complaints Officer for a well known orgnaisation based in Crewe. This position is a fixed term contract for an initial period of 12 months, with the possibility of going permanent.
This role is full time, Monday-Friday in normal office hours, with the opportunity of working flexibly. The salary offered will be between £18,000 to £19,000 per annum with 25 annual leave days plus bank holidays.
Purpose of Job:
To receive, investigate and offer resolution to informal complaints from eligible complainants.
To handle complaints to regulatory and corporate expectation, within the required timescales preventing escalation to formal status.
To help maintain appropriate records for reporting purposes, and to allow regulatory returns to be completed and audits to be carried out.
To liaise effectively via telephone, letter or email with members and other third parties when investigating complaints or providing a response to a complainant.
To gather relevant information to allow correct complaint decisions to be made.
To apply conduct risk principles to the resolution of complaints whilst maintaining consistency with normal Health Shield practice, and the reasonable expectations of the membership as a whole.
To digest and apply lessons learned from earlier investigations, and case studies published by the Financial Ombudsman Service.
To ensure that any redress or remedial action required as a result of a complaint investigation is properly administered.
Relay customer perceptions and comments, identify and analyse opportunities to improve processes, products and/or systems, providing recommendations and evidence to support proposed implementation.
To provide a professional and fair complaint resolution service to the members of the Society
Any other task reasonably requested by the Complaints & Investigations Team Leader /
Officers / Credit & Billing Manager
To assist with investigations into potentially fraudulent claims, as directed by the Complaints & Investigations Team Leader
Education, Skill and Knowledge Required:
Must be able to communicate effectively and confidently at all levels internally and externally.
Prior experience in customer services
Excellent telephone manner and listening skills.
Excellent time management skills
Demonstrate strong organisation skills and the ability to work to deadlines, prioritising work flow to meet set deadlines
Must have an analytical approach to problem solving and an attention to detail.
IT skills particularly MSWord, Excel and Access.
Financial services experience desirable but not essential.
Experience of working within a regulated industry.
Proven skills in written and verbal communications.
Be able to work proactively on own initiative and also within a small team.
In order to be considered for the position, please either apply directly to the advert, or contact Adecco on 01244 346674.
Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer.
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