Complaint Handlers x 2

Our client are a large financial services organisation who now require two complaint handlers to join their team to investigate complaints in compliance with Regulator's complaint handling rules. These include more complex compaints such as IHT, Tax and Trusts, Pensions, discounted gift plans etc. Candidate with experience solely in Mortgage Endowment complaints are NOT suitable for this role.

Duties

• Conduct thorough investigations into complaints allocated, paying attention to the evidence held.
• In the course of the investigation liaise with the client and adviser to ensure all facts are established.
• Make decision on each complaint case.
• Calculate and recommend compensation where applicable.
• Identify any trends or issues relating to the adviser and report these to Group Risk.
• Negotiate a resolution with the client.
• Produce a detailed report to include reasons for the decision reached and recommendations for compensation and/or further action where applicable.
• Manage workload and ensure complaints are finalised within the timescales set by the Regulators.

Candidates must have good generic product knowledge and a sound understanding of the financial services sales process. To be able to write effective letters and reports with good telephone communication skills. CF1-5 or equivalent as minimum. Ideally holds or studying towards Diploma in Financial Planning or equivalent.

Suitable candidates should email their CV to danwise@jarvisblake.com or call 01322 611771 to find out more

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