Complaints Handler
Complaints Handler
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Job Description
Complaints Handler Leicester
Do you have fantastic people skills Can you deliver a great customer experience every time If yes we have the perfect job for you in our fantastic Leicester office which is in the city centre and only a short walk from the train station.
Working Hours / Shift Patterns: Monday to Friday 9.00 17.30
Salary: The starting salary is 26500 plus benefits. There is then an opportunity to increase salary depending on new upskills learnt and developed within the team. The salary has the potential each 6 months to raise from 27750 to 29600 and then up to 31500. This can only be achieved from personal development and learning new areas of the business and NOT a guaranteed increase.
Training: The core in office training will run for the first 6 weeks you will then move to 1 week of Complaints training you will be expected to be in the office for the first 7 weeks before moving into your team which consists of a hybrid approach to working.
Our approach to Hybrid Working: With hybrid working you have more flexibility as you usually only have to visit our office once a week and work remotely for the rest of the time. You can always opt to work from the office more frequently if that suits you better. When we organise training and events you may be required to attend in person for the duration.
Your Role:You will be responsible for investigating and resolving complaints to a high standard ensuring that policies practices and regulatory procedures are adhered to. To always deliver exceptional customer service and ensure that all your customers receive a great experience.
What youll be doing:
Consistently achieve all targets in line with the Key Performance Indicators for the department.
Work as part of a dedicated complaint handling team to ensure effective working relationships are built and maintained
Always deliver excellent customer service and provide a positive first response when responding to customers across all contact types
Take full ownership and responsibility for complaints and maintain contact with customer.
Conduct a sufficiently detailed and documented investigation for each complaint ensuring that each point raised by your customer has been answered and fully resolved
Make decisions appropriate for the resolution of complaints while ensuring that company policies and procedures are strictly adhered to
Comply fully with the complaints system (Respond) procedures and ensure that each customer complaint is managed in accordance with the complaints handling procedure
Effectively contribute to the identification and analysis of root causes of complaints and where required improvement actions
About You:
We are searching for candidates that have experience working in a FCA regulated environment we do see many skills as transferrable such as resilience persuasiveness and customer centricity.
Experience in delivering quality customer outcomes
Excellent Communication skills written and verbal
Able to deliver difficult messages
Time management skills and a passion for problem solving
Why become a part of the Hastings Direct family:
Full training with industry experts and friendly peers guiding you throughout your career with Hastings. We also use a buddying system once training is complete so there will always be someone to guide you
Up to 5% annual discretionary Bonus
A fantastic open plan modern office
We promote a relaxed friendly & diverse working environment
Career stepping stones we love investing and progressing our people by helping them hit their career goals and gain professional qualifications
Harrys a great onsite restaurant with a wide range of choice from breakfast time to dinner time & an onsite Costa coffee
Refer a friend scheme earn 500 for every friend you refer
We will provide you with all the tech that you need! Including a brandnew Microsoft Surface laptop
25 days holiday and bank holidays equivalent (plus buy and sell up to 5 days)
At Hastings Direct were committed to creating an inclusive environment where everyone has the opportunity to succeed. If you require any reasonable adjustments during the recruitment process we encourage you to be open with us. Our recruitment team is here to provide the support you need to ensure a fair and accessible experience for all.
Job posting end date:
Employment Type
Full-Time
