Complaints Handler in Wath upon Dearne

Optimise by Recruitment are seeking a Complaints Handler to join a growing, sustainable focused business in Rotherham.

This role is varied, involving direct interaction with customers and third-party suppliers to arrange resolutions. As the lead on complaints, you will identify and understand root causes and confidently recommend improvements. This new role is integral to supporting the business's growth and development. Joining this leading business at a time of expansion, is a fantastic opportunity to make a significant impact and grow within the role.

Key Responsibilities

• Ensure timely resolution of complaints by conducting thorough investigations.
• Deliver a high-quality and consistent complaint resolution service, including identifying, recommending, and recording service improvements.
• Gather relevant information and formulate comprehensive responses, ensuring all elements of the complaint are addressed.
• Implement and maintain effective systems and processes for accurate recording of customer information.
• Provide guidance to the wider team on complaints and FPOC resolutions.
• Complete root cause analyses (RCA) on complaints and make recommendations to senior management.
• Produce MI to report on the status of complaints.
• Undertake other relevant duties as deemed appropriate by your line manager to support the wider business.

Key Requirements

• 2+ years experience handling complaints in an FCA regulated business.
• Experience working with Claims Management Companies (CMCs) and FOS complaint reviews.
• Strong communication skills, both written and verbal.
• Proficient in Microsoft Office (Word, Excel, Outlook, Teams).
• High attention to detail and excellent active listening skills.
• Ability to manage workload and meet deadlines.
• Professional telephone manner.
• Integrity to respect private and confidential information.

What They Offer

• Competitive Salary of £25,000 - £32,000 (DOE).
• 25 days annual leave plus bank holidays.
• Free onsite parking.
• Employee assistance programme, financial wellbeing support, and access to discounts with leading high street names.
• Professional memberships subscriptions where appropriate.
• Enhanced workplace pension contribution.

By joining their team, you will be part of a business at the forefront of the Consumer Finance Industry, driven by a mission to improve lives through lending. Our innovative leaders have exciting growth plans, and they are dedicated to making a positive market change.