Complaints Coordinator

Complaints Coordinator




£28,000 Per


Kind Consultancy is working with the Financial Services division of a franchised retail business which is currently seeking a Complaints Coordinator to join their head offices in Northamptonshire in a permanent, full time role paying circa £28,000.

The Complaints Coordinator will will be solely responsible for the management of the complaints handling procedures, working closely with the Compliance Team and management to provide thorough and accurate reporting on all complaints and play a key part in the route cause analysis required to adhere to FCA Policy, with key activities including:

  • Maintaining a full and robust understanding of the FCA DISP guidelines and ensuring that all activities within their scope are performed in line with this.
  • Establishing when the customer is making an “expression of dissatisfaction” and manging this appropriately.
  • Answering complaints in line with business complaints handling procedures, where possible resolving customer complaints within 24 hours.
  • Ensuring customers who have suffered or are at risk of detriment are put in the position they would have been had an error not been made
  • Developing and maintaining effective relationships with internal stakeholders, all appropriate regulatory bodies and other relevant third parties (e.g. external advisors).
  • Collaborating with other departments such as legal, credit, portfolio management and customer service to investigate and resolve compliance issues.
  • Maintaining the Customer Complaint System to include follow up with respective stakeholders for final resolution
  • Playing an integral part in root cause analysis and providing recommendations for systematic / process changes that could prevent the volume of complaints.
  • Developing and maintaining robust training documentation for both internal associates but also for the Franchise Network and external sales team
  • Delivering training to Appointed Representatives and Mobile Company Store Managers as a preventative measure where potential issues are identified.

Our ideal candidate for the Complaints Coordinator opportunity:

  • Has previous Complaint Handling experience
  • Can self-manage, working well on their own initiative
  • Has a professional telephone manner
  • Has excellent computer skills and knowledge including Microsoft Office
  • Is a strong written and verbal communicator
  • Has excellent organizational skills and the ability to manage multiple tasks

If you have the skills, knowledge and experience we're looking for, you're based in or can commute to Northamptonshire and you're interested in the Complaints Coordinator opportunity, please apply with an updated CV today.

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