Complaint Handler

Glasgow or Manchester

A great opportunity has arisen for a Complaint Handler to join our high performing team based either in Manchester or Glasgow. The successful candidate will investigate and resolve service complaints in line with DISP requirements and client service level agreements.

Job title:

Complaint Handler

Job Description:

What you’ll be doing:

• Investigating and resolving service complaints
• Processing customer and adviser appeals appropriately
• Identifying and escalating any inconsistency issues in relation to quality and competency checking
• Identifying opportunities to build customer relationships and provide excellent customer service
• Looking for and escalating root cause trends and issues
• Reviewing outcome of appeals handled by both the FOS and the company

What we’re looking for:

• Experience within Financial Services organisations or customer service environments
• Complaint handling experience
• PC skills
• Strong communication skills both written and verbal
• Ability to work in a team
• Ability to identify key complaint root causes

About Regulated Services

At Regulated Services, we’re transforming the world of life and pensions, and mortgage services. We’re delivering responsible and sustainable services, helping our clients to respond to changing market factors and adapt to the needs of their customers both now and in the future. Our teams work with clients across the UK and Worldwide, offering a range of services for end-to-end administration, digital technology and business support to lending, account and arrears management. Join us and discover better as you shape the future of regulated services.

What’s in it for you?

• A competitive basic salary
• 23 days’ holiday (rising to 27) with the opportunity to buy extra leave
• The opportunity to take a paid day out of the office, volunteering for our charity partners or a cause of your choice
• Company matched pension, life assurance, a cycle2work scheme, 15 weeks’ fully paid maternity, adoption and shared parental leave, paternity pay of two weeks…and plenty more
• Voluntary benefits designed to suit your lifestyle – from discounts on retail and socialising, to health & wellbeing, travel and technology
• Access to our Employee Network Groups, which represent every strand of diversity and allow colleagues to connect and learn from each other on an open, inclusive platform

You’ll get the chance to follow your chosen career path anywhere in Capita. You’ll be joining a network of 63,000 experienced, innovative and dedicated individuals across multiple disciplines and sectors. There are countless opportunities to learn new skills and develop in your career, and we’ll provide the support you need to do just that. Our purpose is to create a better outcome for you.

What we hope you’ll do next:

Choose ‘Apply now’ to fill out our short application, so that we can find out more about you. Any questions before taking the next step? You can contact john.byrne2@capita.com for support.

To view our Covid-19 and process adjustments information, please visit the Capita Careers site.

Equal Opportunities

We’re an equal opportunity employer, which means we’ll consider all suitably qualified applicants regardless of gender identity or expression, ethnic origin, nationality, religion or beliefs, age, sexual orientation, disability status or any other protected characteristic. We recruit and develop our people based on merit and their passion for creating better outcomes, and we’re committed to creating an inclusive environment for all employees. During the application process, you’ll be asked to share your personal characteristics and data with us. This helps us understand our audience so we can make sure we are doing everything we can to attract a diverse range of people and ensure our recruitment processes are fair and inclusive.