Complaints Officer
- Location:
-
Manchester (M15) jobs
- Salary:
- £20,000 - £23,000
- Company:
- Gibson Hollyhomes
- Job type:
- Permanent jobs
- Date posted:
- 02/11/2009 13:21
- Job id:
- 45823607
- Contact:
- Rory Gibson
- Ref:
- Totaljobs/Rg23
Leading Financial Organisation
Great Benefits Package
Career Progression
My client is a consumer finance business based on the out skirts of Manchester.They are growing and secure in the finance world with international backing.The role profile is as below.
1.To ensure compliance with the Group complaints handling procedure and that Group Policy accurately reflects regulatory requirements, including FSA TCF and compulsory jurisdiction.
2.To manage the complaints system across the Group, ensuring that complaint handling progress reports and KPI are kept up-to-date, and information on the system is accurate for feedback and MI/regulatory reporting purposes.
3.To resolve escalated complaints (e.g. FOS complaints) effectively and in a timely manner.
4.To analyse the complaints root cause data and compile management information for Board and regulatory reports.
5.To provide support and guidance to complaints co-ordinators within each business area, and more generally to staff and the Training Department, in order that all eligible complaints are logged promptly, and resolved effectively.
6.To monitor complaints handling standards across the Group.
7.To assist with guidance to the Group on complaints matters, including understanding of internal policies and procedures, regulatory requirements, and industry best practice.
8.To assist in continuing development of complaints training and staff competency.
You must have complaints handling experience within a professional services/Finance environment.You must be ambitious, professional and have good internal communications skills.
