Complaint Handler

at  Close Brothers Group

OVERALL SUMMARY

At Close Brothers we look to recruit individuals from all different backgrounds and encourage you to apply even if you don’t tick every box. We celebrate diversity, promote inclusivity and are open to discuss flexible work options to help you balance your work and home life.
Join Close Brothers Motor Finance Team where you will be responsible for managing the complaints recorded by the business as well as acting as a point of contact for insurance related and escalated complaints within the business. Working as part of the Complaints team our ideal team member will have previous experience in complaint handling with excellent communication skills.

WE WOULD LOVE TO HEAR FROM YOU IF YOU HAVE/ARE:

• Excellent administration skills
• Organisation and multi-tasking skills
• Computer literate and strong keyboard skills
• Good communication and interpersonal skills at all levels (written and verbal)
• Negotiation skills
• Attention to detail and commitment to high standards of quality
• Understanding and reassuring telephone manner
• Team working
• Complaint handling experience essential
  We are an inclusive organisation and committed to ensuring our recruitment process is as accessible as possible to everyone. We will make adjustments for people who have a disability or long-term condition. If you need the job description or application form in an alternative format or would like to discuss the recruitment process with us, please email us at recruit.ssc@closebrothers.com or request a call back.

ABOUT US

For roles offering hybrid working: At Close Brothers we support employees to balance their work life priorities and in this role you will be able to enjoy a mixture of hybrid working.
Close Brothers is a leading UK merchant banking group providing lending, deposit taking, wealth management services and securities trading. At Close Brothers we provide financial support and advice to small businesses and individuals in the UK. Our purpose is to help the people and businesses of Britain thrive over the long term.
To find out more about Close Brothers, please visit our careers page: https://www.closebrothers.com/careers

• To provide high quality and professional advice and support when dealing with telephone calls and correspondence
• To investigate the complaint competently, diligently and impartially obtaining additional information where necessary to enable a resolution to be reached
• To ensure that all complaints received are resolved successfully in line with the FCAs Treating Customers Fairly principles, liaising with all relevant parts of the business to facilitate such outcomes
• Communicate professionally with a variety of people including customers, branch staff, senior management, Close Brothers, insurers and the Financial Ombudsman Service
• Ensure compliance with Company and regulatory requirements
• Responsible for the accuracy of information recorded in the database
• Compose proficient letters
• Answer telephone line promptly and courteously
• Achieve departmental and company service standards (SLAs)
• Contribute to creating a happy team working environment
• Report any potentially serious complaints swiftly to your line manager
• Identify and report any breaches relating to complaint handling or Company procedures to your line manager
• Produce complaints management information and statistics as and when required by the line manager, Compliance Department or senior management
• Assist in identifying trends and issues arising out of complaints received to produce root cause analysis and suggested remedial action (where required)
• General office duties as and when required
• Adapt to the constantly changing requirements of the department and the company and perform additional tasks as may be required
• Ensure that all Governance and Compliance requirements are adhered to and all reporting and reviewing activities required by the Regulatory Bodies are carried out to the standards required.