Graduate Complaints Officer

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    Job TypePermanent
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Job Title: Graduate Complaints Officer

Location: Central London

Salary: up to £18,000

Working Hours: Monday to Friday, 9am to 5pm


* Pension: 6.5% pension paid by employer and 2.5% by employee top up

* Private Health Insurance, fully subsidised for employee and their spouse/children

* Life Insurance

* Season ticket loan

* Cycle to work scheme

* Corporate gym membership plan (Subsidised)

About the role

We have an excellent new opportunity for a Graduate to join a multinational banking and financial services business to be based in their London office.

Based within the Customer Experience department you will be responsible for ensuring complaints are identified and investigated thoroughly and resolved in accordance with the company complaints handling procedures. You will be responsible for ensuring a fair outcome for the customer has been achieved and due consideration given to distress, inconvenient or financial loss. You will liaise with customers over the phone and in writing, reporting directly to the Complaints Team Leader with input from the Customer Experience Manager.

Responsibilities and Experience required for the role of Graduate Complaints Officer

* Ensure that complaints are dealt with in accordance with both regulatory guidelines and company standards

* Manage complaints received from receipt to conclusion, both written and verbal within regulatory guidelines and time scales

* Ensure record keeping meets regulatory requirements and company procedures, including setting up and maintaining a complaints files and the recording and maintenance of all complaints on the relevant databases

* Root cause analysis to review trends for further investigation and remedial action

* Ensure complaints are being handled within FCA rules and principles

* Regular follow up with stakeholders and senior management

* Experience required:

* Customer Services and process improvement skills

* Excellent communication skills, verbally and written

* Strong letter writing ability

* Professional, honest and detail orientated

* Experience gained in an internship within financial services/banking sector with a keen interest in developing a career within Complaints/Customer Experience

For more information regarding the role of Graduate Complaints Officer please contact us

Stellar Select is acting as an employment agency and is a corporate member of the REC

Due to a high volume of applications, we will only contact you if your application has been successful. We aim to contact all successful contacts within two business days