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Complaints Handler
Job Posted: 5 days ago
Salary: £ Competitive
Job Type: Permanent
Location: Crawley, West Sussex
Expire in: 23 days
Job Description
Complaints Handler
About People’s Partnership:
At the heart of our not-for-profit organisation is a commitment and a motivation to make the future-saving experience a simple one for our members. We champion fairness and simplicity, not profit-chasing. Imagine a financial adventure where everyone's a winner, fuelled by our exceptional service and brought to life by the fantastic individuals who work for us. We're a diverse employer with a flexible, hybrid working approach, ensuring everyone gets the opportunity to come to work and be the best version of themselves.
What you'll be doing:
You'll take ownership of a portfolio of customer complaints, ensuring each one is handled with care, professionalism, and in line with both company and industry standards. Your role will involve investigating the root cause of each issue, working towards a fair and reasonable resolution, and clearly communicating outcomes to customers via phone and email. You’ll be the key point of contact for complainants, but also collaborate closely with internal teams to gather insights and ensure a joined-up approach to resolving concerns. Your ability to balance empathy with objectivity will be crucial in delivering a positive experience, even in challenging situations.
Key Responsibilities:
* Investigate and understand the customer’s complaint, recommending and providing appropriate resolutions, ensuring that all reactive or preventative work is carried out whilst maintaining a full and thorough audit trail.
* Produce relevant client and internal correspondence materials as required.
* Handle complex and challenging calls.
* Provide feedback to team leaders and managers, as appropriate, where employee development needs are identified via complaint information.
* Take responsibility for own learning and development keeping up to date with pension, product, policy, process, procedural, regulatory, compliance and legislative developments together with a wider industry awareness and an understanding of all activities undertaken by the Customer Services department.
* Support the FCA Treating Customers Fairly guidelines and maintain quality framework standards to minimise risk to People’s Partnership and customers.
What we’re looking for:
* Be able to make sound, fair and compliant judgments to ensure the desired outcome for both the Company and customer.
* Be confident and experienced in dealing with challenging customer interactions and be able to handle conflict constructively.
* Handle cases to the highest standard of customer care and resolve them satisfactorily and in accordance with FCA and TCF principles.
* Be able to work effectively and quickly despite ambiguity.
* Question existing working practices and help evolve better ways of working that produce better outcomes for customers.
Desirable Qualifications:
* Certificate in Financial Administration CF1
* Certificate in Financial Administration FA2
* Certificate in Regulated Complaints Handling (CeRCH)
* Have previous experience in dealing with complaints.
* Have previously worked in the pensions industry.
What you can expect from us:
* Generous pension contributions with an employer contribution of up to 14%
* Real living wage
* Income protection, critical illness cover & death in service insurance
* Employee healthcare
* Parental and adoption leave
* Learning & development opportunities and study support
* Travel season ticket loans
* Subsidised restaurant in our Crawley office
* Volunteering days and charity payroll giving
* Onsite gym
* Ride-to-Work scheme
* Social clubs and events
Disability Statement
People's Partnership is an equal opportunities employer. We believe everyone has the right to be treated fairly, with dignity and respect. We are committed to treating all our people (and all who apply for a role at People's Partnership) equally and enabling them to perform at their best and demonstrate what they have to offer. We are a disability committed employer, please let us know if you need any reasonable adjustments made to our recruitment process (application, selection assessments where relevant, and interview) to enable you to show us the best “youBefore You Apply
Do not include the following in your job application, CV, or cover letter:
- Bank details.
- National Insurance number.
- Date of birth.
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