Summary: The Complaint Handler role involves managing the complete lifecycle of customer complaints within a leading UK financial services firm specializing in Pensions and Life Assurance. The position requires a detail-oriented professional to ensure timely and fair resolutions while adhering to regulatory standards. This hybrid role necessitates on-site presence for training and part of the workweek, emphasizing a commitment to outstanding customer service. The successful candidate will contribute to maintaining the company's reputation for excellence and improving processes.

Key Responsibilities:

• Managing the full lifecycle of customer complaints, ensuring timely and fair resolutions.
• Investigating complaints thoroughly, identifying root causes, and implementing solutions.
• Collaborating with internal teams to gather necessary information and drive complaint resolutions.
• Ensuring compliance with regulatory standards by maintaining accurate records and adhering to best practices.
• Identifying trends in complaints and providing insights to enhance processes and customer experience.

Key Skills:

• Detail-oriented with a focus on customer service.
• Experience in regulated complaints within financial services, preferably in pensions or life assurance.
• Strong communication skills for handling complex and sensitive issues.
• Analytical problem-solving skills with a commitment to fair outcomes.
• Ability to manage multiple cases and prioritize workloads effectively.

Salary (Rate): 190

City: Edinburgh

Country: United Kingdom

Working Arrangements: hybrid

IR35 Status: inside IR35

Seniority Level: Mid-Level

Industry: Finance