Complaints Specialist

Complaints Specialist
Location: Isle Of Man
Permanent
Salary: £31000 - £37000 per annum

Here at Goodman Masson, we're thrilled to announce an exciting opportunity to join our clients team. As a Complaints Specialist, you'll play a key role in growing our complaints team and supporting our transformation. Working within the Customer Services function, you will help us put the customer at the heart of the business
What You'll Do:

Here's what you'll be responsible for:

To investigate and resolve complaints that you have been allocated, identify root cause and deal with associated queries fully documenting how they are resolved.
To ensure all communications are handled accurately and to adopt the most appropriate method of communication in line with the divisional, regulatory and complaint procedures. Be prepared to liaise with colleagues across Customer Services to resolve the complaint. Corresponding with customers and advisers as necessary. Present your case to the Ombudsman/Regulator and negotiate appropriate settlements where required.
Recording all complaints onto the complaints database, ensuring that all regulatory and compliance requirements are met and data can be reported as required.
Support the co-ordination of the completion of open actions and redress / compensation payments linked to complaints. Any Risks identified are logged and recorded appropriately.
To put the customer at the heart of everything we do, managing and responding to complaints ensuring that that the legislative, customer and Company requirements and standards are all met within stated timescales.
To deliver exceptional quality to our customers and their advisers, by ensuring we address and thoroughly investigate every point raised within the complaint without bias. Respond within the states timescales and by keeping the customer informed throughout the process
To ensure familiarity with risk management programmes as they impact this position, and follow appropriate risk management procedures to control, monitor and report on business activities.
To act as an escalation point for complex cases.
Ensure that customer vulnerability is identified and taken into consideration when investigating the complaint
Prepare MI reports when required

Desired Skills and Qualifications:

Demonstrable experience of working in financial services organisations and/or customer service environment.
Knowledge of equitable release mortgages advantageous.
A good understanding of the TCF Principles
Knowledge and experience of complaint procedures and regulatory requirements.
Professional manner when dealing with complaint cases
Strong communication skills, telephone and written.
Able to negotiate, when dealing with complex/ financial complaint cases
Competent user of technology with strong PC skills including knowledge of Microsoft Office packages.If you're ready to join a team that values excellence, innovation, and collaboration, apply now to become a Complaints Specialist.

In our company values we aim for equity at all stages of the recruitment process, please let us know if we can do anything to make the process more accessible to you