Complaints Handler

Close Brothers Group

  • Manchester
  • Permanent
  • Full-time
  • 6 days ago
OVERALL SUMMARYAt Close Brothers we look to recruit individuals from all different backgrounds and encourage you to apply even if you don’t tick every box. We celebrate diversity, promote inclusivity and are open to discuss flexible work options to help you balance your work and home life.Join the Close Brothers Motor Finance Team where you will ensure that all complaints received are managed effectively, documented, dealt with in a timely manner and brought to conclusion, ensuring the right outcome is gained for both the company and the customer in line with the FCA Treating Customers Fairly principles. Working as part of the Complaints team our ideal team member will have previous experience in Complaint handling with excellent communication skills.RESPONSIBILITIES
  • To provide high quality and professional advice and support when dealing with telephone calls and correspondence
  • To investigate the complaint competently, diligently and impartially obtaining additional information where necessary to enable a resolution to be reached
  • To ensure that all complaints received are resolved successfully in line with the FCAs Treating Customers Fairly principles, liaising with all relevant parts of the business to facilitate such outcomes
  • Communicate professionally with a variety of people including customers, branch staff, senior management, Close Brothers and the Financial Ombudsman Service
  • Ensure compliance with Company and regulatory requirements
  • Responsible for the accuracy of information recorded in the database
  • Compose proficient letters
  • Answer telephone line promptly and courteously
  • Achieve departmental and company service standards (SLAs)
  • Contribute to creating a happy team working environment
  • Report any potentially serious complaints swiftly to your line manager
  • Identify and report any breaches relating to complaint handling or Company procedures to your line manager
  • Produce complaints management information and statistics as and when required by the line manager, Compliance Department or senior management
  • Assist in identifying trends and issues arising out of complaints received to produce root cause analysis and suggested remedial action (where required)
  • General office duties as and when required
  • Adapt to the constantly changing requirements of the department and the company and perform additional tasks as may be required
  • Ensure that all Governance and Compliance requirements are adhered to and all reporting and reviewing activities required by the Regulatory Bodies are carried out to the standards required.
WE WOULD LOVE TO HEAR FROM YOU IF YOU HAVE/ARE:
  • Excellent administration skills
  • Organisation and multi-tasking skills
  • Computer literate and strong keyboard skills
  • Good communication and interpersonal skills at all levels (written and verbal)
  • Negotiation skills
  • Attention to detail and commitment to high standards of quality
  • Understanding and reassuring telephone manner
  • Team working
  • Complaint handling experience essential
We are an inclusive organisation and committed to ensuring our recruitment process is as accessible as possible to everyone. We will make adjustments for people who have a disability or long-term condition. If you need the job description or application form in an alternative format or would like to discuss the recruitment process with us, please email us at or request a call back.ABOUT USAt Close Brothers we support employees to balance their work life priorities and in this role you will be able to enjoy a mixture of hybrid working.Close Brothers is a leading UK merchant banking group providing lending, deposit taking, wealth management services and securities trading. At Close Brothers we provide financial support and advice to small businesses and individuals in the UK. Our purpose is to help the people and businesses of Britain thrive over the long term.To find out more about Close Brothers, please visit our careers page:To find out more about life at Close Brothers:To find out more about our benefits:To find out more about our commitment to creating an inclusive environment:#LI-TM1 #LI-HYBRIDAt Close Brothers Asset Management, we are all connected by our mission to be the best place in the UK for wealth professionals and their clients.We believe that everyone should think ahead, have a financial plan and invest wisely. Our clients are professionals, business owners, individuals, charities, families, and employers, who rely on our clear financial advice and investment management services to preserve and grow their long-term savings and investments.We are a team of about 900 people based in 15 offices across the UK. Our geographic footprint means we can combine a local approach with face-to-face services to enable strong, long-term relationships with our clients.Sustainability is fundamental to our purpose and we have a responsibility to help address the social, economic and environmental challenges facing our business, colleagues and clients. We strive to do the right thing and are dedicated to helping the charities that matter most to our people.Our vision is to develop an open and inclusive company that ensures everyone is valued, respected and included, so that in years to come our business will represent a diverse and inclusive workforce from the top down.We look to recruit individuals from all different backgrounds. If this job is of interest to you but you do not meet every criteria then we encourage you still to apply as we are open to providing training opportunities. As an early adopter of hybrid working we are open to discussing all types of flexible working options, helping you to balance your work and home life.

Close Brothers Group