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Tailor your resume to this Customer Complaints Advisor role.
Rezi rewrites your resume against Fair Finance's job description. Free.
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About the Role
Manage customer complaints, ensure strong customer and stakeholder relationships, and maintain organized records in the CRM database. Conduct thematic reviews and root cause analysis of complaints, providing reports to the organization and third parties. Support the Head of Marketing & Operations with compliance and financial crime matters as needed.
Responsibilities
- Train staff to recognize and report complaints promptly.
- Resolve complaints in line with FCA principles and timelines, liaising with business units.
- Build strong relationships with customers and internal stakeholders.
- Maintain organized and up-to-date records and complaint status in the company’s CRM database.
- Evaluate monthly complaints data for presentation to key stakeholders and regulatory reporting.
- Coordinate and maintain the Company complaints system for ongoing compliance with FCA regulations.
- Handle all complaints in accordance with FCA DISP rules and Company policies.
- Stay updated on consumer credit and data protection regulations, aligning with industry best practices.
- Conduct thematic reviews of received complaints.
- Assist the Compliance Lead with daily compliance matters, monitoring, and financial crime.
- Perform other duties as required by the Company.
Requirements
- Proven experience in handling complaints within an FCA-regulated firm.
- Experience responding to customers and dealing with the FOS.
- Experience conducting thematic reviews and performing root cause analysis.
- Reliable with strong organizational skills and the ability to meet tight deadlines.
- Strong analytical and problem-solving skills.
- Excellent drafting/writing skills with the ability to summarize and present complex information clearly and accurately.
- Ability to work independently with a calm temperament, sympathetic, fair, and professional nature.
- Strong relationship building and stakeholder management skills.
Skills
- Complaint handling
- Customer relationship management
- Stakeholder management
- FCA regulations
- Thematic reviews
- Root cause analysis
- Data protection
- Consumer credit regulations
- CRM database management
- Report writing
- Data analysis
Location
- Dalston office
- Remote
Work Type
- Permanent
- Full-time
- Hybrid working
Experience Level
- Proven experience
Salary/Compensations
- £32,000.00 per annum
Benefits
- Annual holiday entitlement of 20 days plus UK public holidays
- Additional paid day off for birthday
- WFH budget
- Private Health Insurance
- Perkbox access
- Employee Assistance Programme (EAP)
- 3% matching contribution towards a stakeholder pension
About the Company
- Fair Finance is a social business with ambitious plans.
- Helped over a hundred thousand people escape high-cost lenders, start businesses, or avoid eviction.
- Influenced Government policy and legislation.
- Demonstrated how purpose and profit can work together to change the financial system.
- Believes in employing, growing, and building around exceptional people who share their values.
- Created an environment where clients can be prioritized over profits.
- Offers a supportive workplace with opportunities to thrive and make the role their own.
- A diverse organization balancing business objectives with a social mission.
- Head Office is in a shared workspace in Dalston, housing creative businesses, social enterprises, and charities.