Job description

Complaint Handler

Financial Services - 118 118 Money

At 118 118 Money, we help people every day. Our innovative personal loans and revolutionary credit cards have been game changers in the UK financial services space, giving folks access to the affordable credit that we believe they deserve.

Job purpose:

Based in Cardiff, this is an exciting and challenging position for a highly motivated, customer focused and confident individual who is looking to be part of a developing financial services business.

This position will report to the Complaints Manager in the day-to-day management and resolution of 118118 complaints regarding both our loan and cards products. You will have a good knowledge of our historical underwriting practices and be aware of all our company policies and procedures.

You should have first class communication skills, both verbal and written, and be able to work within the regulatory timescales. In addition to this, you should have a good working knowledge of the Microsoft Office suite.

Key responsibilities and objectives:

Reporting directly into the Head of Customer Experience, the Complaints Manager focuses on customer and business needs and drives continuous improvements to ensure the achievement of fair customer outcomes and strategic objectives by:

· Thoroughly investigate and resolve complaints feeding back into the business ideas for improvement to prevent repetition of customer dissatisfaction and ensure the achievement of good customer outcomes.

· Fully understand the customer journey from application to closure, interacting with other business functions, understanding customer contact and dissatisfaction drivers to support delivery of continuous improvement.

· Acknowledge receipt of, set and manage customer expectations for all Loan and Credit Card complaints whilst remaining focused on quality at all times.

· Write comprehensive response letters including any holding responses where required, demonstrating empathy whilst seeking resolution.

· Record all complaints onto a database that can be analysed to provide trend information.

· Analyse complaints data, understand root cause and to provide suggestions regarding service improvement.

· Ability to constructively feedback development points to other business functions to drive customer satisfaction and resolution whilst adhering to regulatory and company guidelines.

· Respond to FOS queries on complaint cases.

· Remain focused on regulatory requirements and SLAs, actively contributing toward the teams success and alignment to these.

· Maintain an in-depth understanding of regulatory requirements and industry best practice.

· Support with credit file amendments where required.

· Contribute towards the active management of Trust Pilot reviews.

· Undertake any other reasonable tasks as requested by the management.

Who you are:

Our ideal candidate will have the following knowledge and experience:

· Previous experience of dealing with complaints in a busy, customer focused financial services environment would be advantageous.

· A good understanding of underwriting experience is desirable.

· Customer advocate with the ability to provide consistent resolutions.

· Proven ability to analyse data, recommending and implementing changes to enhance the customer experience.

· Demonstrates ownership and accountability for issues with a high attention to detail.

· An excellent work ethic with a real passion to drive improvement and a proven ability to enhance customer satisfaction levels.

· Strong communication, relationship building and stakeholder management skills.

· Self-motivated, able to operate independently.

· A calm manner and sensible approach is required, as you may have to diffuse difficult situations with an ability to show empathy for a customer.

· You should be proactive, able to work on your own initiative, juggle competing demands and problem solve seeking first time resolution whilst effectively managing own workload.

What's in it for you?

• A competitive salary
• Company bonus scheme - if the business does well, you should get rewarded for your hard work
• 25 days' annual leave, (plus bank holidays) increasing to 27 after two years service and 30 after five – your balance starts from day 1 so don’t delay and start planning your time off!
• Company pension scheme – we provide an enhanced pension scheme with generous employer contributions to set you up for the future which includes life cover of 4x your base salary
• Eye test – you can claim a freebie each year, or if your needs change
• Employee Assistance Programme - we offer membership to a recognised scheme to support you and your wellbeing
• A strong ethos of equality, diversity, and inclusion
• Wide business exposure, in terms of business disciplines, projects and stakeholders
• Direct contribution to business transformation and growth
• Huge learning and career progression opportunities
• Being valued as an individual from our team
• Full training, support and mentoring to develop a successful career in financial services

Like what you’ve heard? Great - apply now!

As a candidate, we know the interview process can be daunting and it’s important that you have a great experience with us. We will do all we can to make sure you are fully informed and excited by our story so we get to see the best from you. If you need any adjustments made to help you with the interview process, just let us know and we’ll do our best to accommodate them.

Following your application, we will want to learn more about you, your motivations, experiences, and values. In turn, you get to learn about our business, our culture, the role and what we can offer you.

If you think you’d be great for the role, but don’t necessarily tick all the boxes, we’d still love to hear from you, so apply today and take the first step towards an exciting future!

Equal Opportunity Employer

At 118 118 Money we are passionate about equality, diversity, and inclusion. We are committed to being representative of different cultures, background, lifestyles, and groups, where everyone has an equal chance to succeed. It is our policy to treat everyone fairly and to ensure no one is disadvantaged or receives less favourable treatment. We recognise that everyone has different needs and while we can’t accommodate every flexible working request we are more than happy to have a conversation about it.

How we handle your data

118 118 Money requires your personal data to process your application for a position within our Company. If your application is successful through to telephone screening/interview, and you are not selected for a role, we may store your personal data for 12 months to enable our HR team to contact you should future roles be advertised.

Where you apply, but are not selected for telephone screening/interview, we will delete your personal data once the position is filled.

118 118 Money does not use automated decisioning or profiling when selecting candidates.

For your rights under GDPR please see our Privacy Policy

Please be aware that should we pursue your application, all our Financial Services employees will be expected to complete background checks to assess suitability for employment, these include; a criminal record, identity, sanctions, adverse finance, fraud prevention and reference checks to comply with our regulatory requirements

Job Types: Full-time, Permanent

Salary: From £25,000.00 per year

Benefits:

• Life insurance
• On-site parking

Schedule:

• 8 hour shift
• Monday to Friday
• No weekends

Supplemental pay types:

• Yearly bonus

Ability to commute/relocate:

• London, EC4A 3AG: reliably commute or plan to relocate before starting work (required)

Experience:

• Underwriting: 1 year (required)

Work authorisation:

• United Kingdom (required)

Work Location: Hybrid remote in London, EC4A 3AG