Complaint Handler

Job description

Customer Care are currently recruiting for Complaints Handlers to join the team in Widnes. They are full time opportunities working on a 12 month fixed term contract. You will be required to work between the hours of 10.00 – 17.30 Monday to Friday. You will receive 4 weeks intense training 14.00 – 20.00 Monday – Friday.

You will ensure the timely investigation and the handling of complaints, working with the internal processes and regulatory and legislative requirements established by FS. You will take ownership of the understanding of regulations, rules and guidelines affecting the way complaints are dealt with; using continuous improvement as a major component of our processes. You will champion customer concerns within the business, balancing the interest of all parties within the TCF environment identified by the FCA or any other regulatory body.

Key Responsibilities

Manage and fully assess complex issues raised by customers or authorised third parties, to enable appropriate resolution by gathering information from several system sources.
Remain fully compliant with all FS policies and legislative requirements (FCA, OFT and CCA) when dealing with customer complaints.
Accurately record and maintain all customer complaint/transactions / interactions in line with Data Protection Act guidelines and to ensure account audit trails are available, accurate and factual
Highlight any potential concerns that could pose a risk to the business as a systemic issue to the relevant party, in addition able to deliver ‘continuous improvement’ feedback to all areas of the business.
Inbound/outbound telephony to meet customer and business requirements
Achieve individual Key Performance Indicators (KPIs)/ targets / personal objectives, whilst contributing to the overall performance of the team / department
Ensure performance is within Quality Assurance framework which will maintain competence whilst achieving the monthly objectives set by Credit Risk
Take responsibility for own learning and development, keeping up-to-date with all product information, procedural and regulatory developments, maintaining accreditations, regulatory refreshers and making full use of available learning opportunities
Work closely with other areas of Argos Financial Services to ensure effective co-operation between departments and teams.
Flexible in approach to work, and able to support work demands in all areas as needed

You’ll be required to demonstrate that you can assess complex complaints, think broadly, communicate effectively to customers and legalistic companies; whilst adhering to the regulations and treating customers fairly.

You must have Financial Services experience, with the ability to stay calm under pressure, have great attention to details and promote a professional face to customers and stakeholders.

You must also have the ability to accurately process complaint information and have the ability to use our complaints database to ensure audit trails are factual. You must be able to work effectively under pressure; prioritising tasks to ensure all Service Level Agreements are met and maintained.

You will be joining Financial Services where our aim is to make life better every day for Argos customers. We help customers afford and protect what matters most, offering products and services including Credit, Warranties & Insurance.