Complaints at Blue Complaints at Blue drive good customer outcomes, balancing the regulatory requirements and Blue’s policies with the needs of the customer. The overall aim is always to achieve the right outcome based on the information gathered throughout the investigations, liaising with other specialist teams both within Blue and externally. Overall Purpose of The Role The role is to ensure timely and accurate administration of escalated matters including liaison with the Financial Ombudsman Service and external agents. The role is part of a team where you are required to contact customers by telephone and by correspondence, ensuring good outcomes have been met. You will be required to adhere to the rules and regulations of the FCA and FOS justification and the company’s policies and procedures. Key Responsibilities and Accountabilities Investigate and resolve escalated Financial Ombudsman Service jurisdictions to achieve best possible outcomes for customers and company Liaise between company and external agencies, solicitors etc Negotiate complaint outcomes with supplying dealers to minimize complaint losses Support Complaints Team with innovative solutions for escalated complaints Keep accurate records and MI to supply data rich reports reflecting FOS and legal referral activity monthly to Complaints Team Leader Be the go-to person for all ‘out of process’ escalated queries from the Complaints Team Undertake projects or additional work as required by the Complaints Team Leader Keep electronic and paper filing in order at all times Keep up to date with the company’s products Present the company in a professional and confidential manner at all times Pay due care and attention to your own and others’ health and safety at all times Develop a full understanding of Blue’s compliance requirements (including the Financial Conduct Authority’s Conduct Rules) and act in accordance with the standards, instructions in, and the spirit of those requirements Compliance and Regulation Develop and maintain a full understanding of the Company’s compliance requirements (including the Financial Conduct Authority’s Conduct Rules) and act in accordance with the standards, instructions in, and the spirit of those requirements. Take responsibility for ensuring that personal data within your remit is handled lawfully, fairly, and in line with the company’s data protection policies and procedures. Collaborate with the Data Protection Officer to ensure compliance with data protection standards, guidelines, and principles, acting in a manner that upholds these requirements while supporting the DPO’s overall oversight responsibilities. For customer data, ensure it is processed securely and in accordance with data privacy obligations to protect the rights of individuals. Act to deliver good outcomes for our customers and understand how this requirement specifically applies to your role at Blue. Person Specification Strong communication and negotiation skills Flexible, able to work on own initiative and good team player Strong interpersonal skills, able to establish effective working relationships at all levels Appreciates the importance of accuracy and attention to detail Demonstrates a sense of urgency and good work ethic Ability to work with competing deadlines and priorities Resilient, not derailed by a setback and returns to a high level of performance quickly Comfortable and competent with MS Office. Experience of liaising directly with customer, Regulator and external agencies Understanding TCF Excellent verbal and written communication Additional Requirements This document is neither contractual nor exhaustive and may be amended to meet the needs of the business. Where possible this will be done in consultation with the job holder. From time to time, and within reason, you may be required to carry out tasks that fall outside of your position’s remit. From time to time, and within reason, you may be required to work outside of your standard contracted hours. As part of your on-going development, you may be required to undertake training in order to meet the requirements of your role. Due to our remote location and lack of public transport it is suggested that you are a driver and are able to get to our offices in Sundridge, Sevenoaks.