Job Application

//Senior Complaint Handler//Cardiff//Hybrid//£28-32K

I'm working with one of the UK's fastest growing Fintechs based in South Wales.

They are looking for an experienced Complaint Handler to join their ever expanding team.

This role is ideal for a a handler with 2 years experience who's looking to take the next step up in their career or a senior complaints handler who's looking for future progression opportunities in a rapidly expanding business.

Key Responsibilities:
Effective formal complaint handling across all products, ensuring appropriate resolution strategies and a timely and satisfactory resolution.
Investigate complaints thoroughly, gathering information and communicating with relevant internal stakeholders and external partners.
Perform root cause analysis and suggest improvement plans with strong customer and compliance focus.
Act as an advocate for the customer within the organisation, liaising and influencing other departments to address systemic issues identified, ensure customers concerns are being considered and addressed and enhance overall customer experience.
Develop and implement procedures and protocols for handling complaints effectively and efficiently.
Continuously seek opportunities to improve the complaint handling process and enhance customer satisfaction.
Monitor complaint trends and provide regular reports and analysis to management.
Ensure compliance with regulatory requirements, internal policies and customer service standards related to complaint handling.
Provide training, guidance and support as needed to other complaint handlers and the broader customer services teams.
Foster a culture of empathy, professionalism, and customer-centricity within the complaint handling and wider customer service team.

About You:
2 years proven experience within in a complaint handling role.
Strong understanding of complaint handling best practices, regulations, and industry standards.
Excellent communication and interpersonal skills, with the ability to interact effectively and clearly with customers, colleagues, and stakeholders at all levels.
Exceptional problem-solving abilities and attention to detail.
Ability to remain calm and composed under pressure and to handle challenging situations with empathy and professionalism.
Proficiency in relevant software applications and tools for complaint tracking and reporting.
Strong organisational and time management skills, with the ability to prioritise tasks and manage multiple projects simultaneously.
Commitment to upholding the values and principles and delivering the highest standards of service to our customers.

Benefits:
Annual bonus between 0-20% of your annual salary which is linked to both the company and individual performance
Private Medical Insurance
Death in Service Cover (X3 your annual salary)
Income Protection Insurance
Company Pension Plan
Free office gym
Free parking

//Senior Complaint Handler//Cardiff//Hybrid//£28-32K

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