Complaints Handler
Complaints Handler
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Job Description
Job Title: Complaints Handler
Company: Evolution Money
Location: Manchester City Centre
Job Type: Full-time
Basic Salary: up to 31000 pa.
About Us:
Evolution Money is a Certified B Corp with a social purpose. At Evolution Money our mission is to redefine financial inclusion by providing bespoke lending solutions to UK homeowners. We are committed to empowering individuals and fostering long-term financial well-being. Through innovative and purpose-driven approaches we aim to challenge traditional norms and create a pathway for those who might be overlooked by conventional financial institutions.
The Role:
As our Complaints Handler youll liaise confidently with our customers and internal stakeholders to obtain fair customer outcomes. Reporting to the Head of Audit Risk and Compliance youll take complete ownership of a customers complaint. Youll provide an exceptional level of service showing empathy whilst solving queries and problems. Youll ensure complaints are handled in a timely and professional manner.
Key Responsibilities
- Recording and managing complaints through to resolution.
- Investigating complaints thoroughly liaising with internal teams.
- Logging all activity with comprehensive and accurate notes.
- Providing clear written responses and updates to customers.
- Producing strong written communication including a final response letter.
- Ensuring compliance with FCA regulations and internal policies.
- Liaising with the Financial Ombudsman Service.
- Articulating outcomes to senior management communicating confidently and effectively.
- Identifying trends and opportunities to improve service levels
Qualifications (minimum):
- A minimum of 12 months experience in customer service within financial services.
- Complaints handling experience.
- An evidenced track record of effectively managing your own case load.
Qualifications (additional)
- Ability to work under pressure proactive and able to use own initiative.
- Strong organisational skills.
- Effective time management consistently meeting deadlines.
- Excellent written and verbal communication skills.
- Ability to build strong working relationships with internal and external clients.
- Proficient in Microsoft Office (Word Excel PowerPoint).
Heres what youll get back:
- Up to 25 days annual leave Bank Holidays
- Your birthday off every year!
- A healthcare cash plan
- A contributory pensions scheme matched up to 5%
- Long Service Awards
- Cycle to work scheme
- Life Assurance
Company Culture:
Join us on our journey to redefine financial inclusivity. As we continue to evolve so do the possibilities for those we serve. Our goal is not just to provide loans but to architect a future where financial empowerment is a reality for everyone. At Evolution Money we value creativity innovation and a collaborative spirit. Our team is dedicated to delivering exceptional results and creating a positive impact in the financial services industry. We believe in fostering a work environment that encourages growth learning and teamwork.
We are committed to encouraging equality diversity and inclusion and aim to create a working environment where every employee is respected.
We will provide fairness and respect to all our prospective employees and all hiring decisions are based on merit.
We aim to ensure that no job applicant is placed at a disadvantage by practices or requirements which disproportionately disadvantage protected groups and which are not justified by the demands of the role.
Everyone is welcome at Evolution Money! We are proud in creating an inclusive and diverse culture in our Evo Team community. We want to ensure that you feel comfortable and can give your best throughout the recruitment process. We encourage applications from all backgrounds and communities and we are more than happy to discuss any reasonable adjustments that you may require. Please get in touch with us at any stage of recruitment to discuss it:
If you need any support with completing this application please contact and we will be happy to assist.
Evolution Money is a Disability Confident Committed employer. We offer interview to anyone with disability who meets the minimum criteria for the role.
Employment Type
Full-Time
