Complaints Handler

Job title: Complaints Handler

Location: Remote (UK based only)

Contract length: 12 months

Randstad Sourceright, a leading provider of RPO & MSP Recruitment Services is currently seeking a dedicated Complaints Handler / Resolutions Investigator. In this role, you will be responsible for ensuring every customer feels heard, valued and satisfied. You will investigate, resolve and respond to complaints with a focus on delivering fair outcomes. As a complaint handler, you will play a crucial role in driving customer-centric change within the business, using solid reasoning and precise auditing of all complaint cases.

We are committed to supporting you in this role through coaching and training to ensure your success.

Key Responsibilities

• Manage assigned complaint cases with diligence, adhering to business standards and regulatory requirements, ensuring each case is handled professionally and efficiently.
• Communicate with customers proactively and empathetically, both over the phone and in written correspondence, to foster positive relationships and enhance customer satisfaction.
• Utilise all available resources and information to thoroughly investigate complaints, identify any errors, and implement effective resolutions that meet customer expectations.
• Identify and escalate issues that may pose regulatory, reputational or financial risks, ensuring they are addressed swiftly and appropriately.
• Uphold business integrity by consistently demonstrating professionalism and ethical conduct.
• Collaborate effectively with colleagues, sharing expertise and insights to enhance the overall customer experience and contribute to continuous improvement within the team.

About You

• Relevant background in UK financial services is required. Formal complaint handling experience is not essential as comprehensive training will be provided.
• You will demonstrate a willingness to work towards and achieve industry-recognised qualifications such as IOC1, FA2, or CF1
• Excellent interpersonal skills with the ability to communicate clearly and confidently with both internal and external customers.
• Proficient user of Microsoft Office applications, including Word, Outlook and Excel.

If this isn’t the role you’re looking for right now, please visit our contractor portal below where you will see all of our live roles and communities to join:

https://contractortalent.gr8people.eu/