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Complaints Officer
Zopa
Fully Remote
role reference:  wyw_#00289
Location
Fully Remote
Salary
Competitive salary
Contract Fixed-Term Contract
Industry Financial Services
Hours 37.5 - 37.5 Hours
  • Customer Service
  • Customer Relationship Management (CRM)
  • Communication
Description:

We have an exciting new role for a Complaints Officer. The key purpose of this role is to support the Complaints Team in ensuring that all customer complaints are handled in accordance with our internal Complaints Handling Policy and Procedures.

You will be dedicated to providing complainants with fair outcomes whilst providing an exceptional level of customer service. 

A day in the life: 

  • Investigate, record, respond to and seek to effectively resolve customer complaints verbally and in writing
  • Ensure complaints are managed in line with TCF and internal procedures and policies as dictated by the Financial Conduct Authority (FCA)
  • TCF and FCA regulation considerations
  • Provide exceptional customer service to all complainants ensuring complaints are managed fairly, accurately and clearly. Responding to them within set time limits
  • Liaise with internal departments to gather information to ensure the thorough resolution of complaints as well as providing key feedback on complaint causes to the business
  • Make suggestions to improve processes and documentation to reduce complaints

About you: 

  • You’ll have strong written and verbal communication skills
  • You’ve got experience working in financial services within a customer facing role
  • You’ll have previous complaints handling experience within a financial services environment
  • You’ve got previous experience of handling application fraud and Credit Card complaints
  • Ideally, you’ll have previous experience of handling Secured Lending and Investments complaints
  • You’re a patient and willing listener
  • You’ve got the ability to remain calm under pressure
  • You’re able to meet tight deadlines
  • You’re able to grasp new systems 
Key skills:
  • Customer Service
  • Customer Relationship Management (CRM)
  • Communication
Competitive salary

CONTRACT

INDUSTRY

Role Type

37.5 - 37.5 Hours
Flexibility:
Working Patterns
Flexi-Time
Full-time
Flexibility:
Workplace
Remote or Mobile Working
Work From Home (WFH)
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