Complaints Coordinator

Job DescriptionWe are now recruiting for a customer relations coordinator to join our customer services department. The main purpose of the role is to ensure that we treat all complainants fairly, by ensuring that all complaints that are subject to FCA and internal business requirements are handled appropriately. Key responsibilities:Handling all complaints accurately, subject to FCA Dispute Resolution: Complaints Sourcebook requirements.Ensuring complaints are acknowledged promptly in line with FCA requirements and internal procedures and SLA''s.Undertaking investigative work in order to produce a formal response to each complaint.Issuing final response letters in relation to each complaint within internal and FCA timeframes ensuring they are detailed and clear.Ensuring that full, detailed records are maintained in relation to the complaint investigation and sign off on response and any compensation.Ensuring that payment arrangements in relation to any compensation or ex gratia payment are followed up and that payment is made.Maintaining the information on the Complaints Management SystemLiaising with other departments in the company regarding feedback and improvements from complaints.Assisting the Customer Relations Manager in any other areas as required.Competence, knowledge and skills:Previous experience in an informal and/or formal complaints based role.Significant experience of working in a financial services administration role.Exceptional customer focus and passion ..... full job details .....