Senior Complaints & Claims Handler

Job role: Senior Complaints & Claims Handler  
Salary: £26,000/£27,000 DOE  
Position: Permanent
Location: Nottingham City Centre
Hours: Monday – Friday 9am – 5pm

Harper Recruitment Group are working in partnership with a successful financial services firm based in Nottingham city centre. We're looking for an experienced Complaints handler to provide exceptional customer service to the team and their clients.  
What will the role involve?

• Accurately record, handler and take ownership of regulated complaint cases and claims, ensuring timely responses to customers in line with defined SLA’s
• Capture all details and progress of complaints categorising them according to the business and FCA
• Understand the root cause of customer complaints and claims, pulling data for internal meetings and committees
• Maintain accurate and consistent records of investigations
• Liaise with customers, retailers and necessary third parties via various communications channels
• Check final response letters to confirm the right customer outcome
• Handle Credit Card complaints in accordance with regulations
• Collaborate with key stakeholders to develop networks, providing expert advice when resolving complaints

• Good understanding of the Microsoft package
• Experience working with credit card is essential (3 years experience minimum)
• Excellent written and verbal communication skills
• Ability to build working relationships both internally and externally
• Effective investigative and problem solving skills
• Understanding the FCA
• Understanding Credit Card rules