Title: Complaint Handler
Location: Sheffield Office (on site)
Reports to: Complaints Manager
Hours: 37.5 hours per week
Monday - Friday
About Us
My Finance Club launched in 2017 as a new entrant to the on-line consumer credit market. Authorised and regulated by the Financial Conduct Authority (FCA), we have challenging growth plans both in the UK and abroad for small, short term loan products.
This is a dynamic, exciting, and innovative work environment with excellent potential for career progression as we grow. We believe in building the right team for our business, where we will reward loyalty, hard work, and commitment.
This is a career choice to be a part of something new and exciting.
Summary of Position
This is an exciting opportunity to join a vibrant team as a Complaint Handler, where you will be able to “showcase” your experiences and understanding of all things within the Consumer Credit lending space.
Your primary responsibilities will be the “cradle to grave” management of resolving regulated complaints under the FCA DISP rules. The ideal colleague will be able to focus on related tasks requiring a high level of attention to detail, working within strict timeframes and regulations including Consumer Duty alignment.
You will be flexible in your approach and enjoy working in a challenging, fast-moving environment in a small team with a desire to resolve complaints quickly and efficiently.
Duties & Responsibilities
- Deal competently and efficiently with a dynamic workload to include verbal and written complaints.
- Maintaining clear records of complaints, investigations, root cause and outcome.
- Managing the full lifecycle of customer complaints, from initial data gather to final response.
- Collaborating with internal teams to gather necessary information and drive complaint resolutions.
- Ensuring compliance with regulatory standards by maintaining accurate records and adhering to best practices.
- Ensuring all timelines are met and aiming to resolve complaints fairly.
- Identifying trends in complaints and providing insights to enhance processes and customer experience.
- Support the team manager/lead and colleagues as required.
- Attend team meetings providing productive and proactive suggestions.
- Take ownership for personal development objectives.
- Collaborating on ad-hoc requests by management & executive.
Skills & Experience Required
- Excellent communication and interpersonal skills with a first-class telephone manner and the ability to deal with customers in a confident way.
- The ability to work well in a team environment.
- Comfortable at working to both team and individual targets in a fast-paced environment.
- Efficient, organised and works well under pressure or time constraints.
- Must have considerable experience managing and working on complaints within the Financial Services sector and specifically Consumer Credit preferably in a HCST lending environment.
- Possess a competent level of the related regulations and be able to outline Consumer Duty requirements.
- A proactive mindset with strong attention to detail.
- Basic user level in Microsoft products such as Outlook, Word, Excel, PowerPoint.
Note: The above job description is a general outline of the typical duties and responsibilities associated with the role of a Complaint Handler. It may vary depending on the specific requirements of the organisation.
Regulatory Responsibilities
In addition to any specific regulatory obligations, this role is subject to the FCA’s Conduct Rules under the Senior Managers and Certification regime (SM&CR). All employees both permanent and temporary are expected to:
- Act with integrity
- Act with due skill, care and diligence
- Be open and cooperative with the FCA and other regulatory bodies
- Pay due regard to the interests of customers and treat them fairly
- Observe proper standards of market conduct AND
Employees must also act to deliver good outcomes for retail customers, in line with the Consumer Duty introduced in July 2023
Benefits & Package
Salary: £28,500 plus for the right person
Pension: Workplace pension
Holiday: 20 days holiday per year plus bank holidays
Benefits:
- Employee Discount
- Health & Wellbeing Programme
- Private Medical Insurance
Probation: 3 months
Sick leave: Statutory sick pay applies
Job Types: Full-time, Permanent
Pay: £28,500.00 per year
Benefits:
- Company pension
- Private medical insurance
- Store discount
Application question(s):
- Do have a disability that will require any reasonable adjustments for the interview/recruitment process or job role (working in-person from the office) ?
Work Location: In person