Job Title: Complaints Handler
Location: Barrow-in-Furness, Cumbria
An exciting opportunity has arisen for an enthusiastic, innovative, and confident individual to join our Member Services Team. We are looking for a driven individual with a high level of customer service experience.
We are driven by our values, putting the community first in everything we do. We expect our colleagues' values to align with ours, trusting them to be genuine and responsible. We are committed to building a diverse workforce and will consider all applicants.
In this role you will:
Support members where complaints are escalated, investigating, resolving and communicating the outcome of complaints in an effective and timely manner.
Engage with members via various channels including telephone, email and post, supporting the wider Operation with member queries during times of peak demand.
Provide feedback to the business where improvement opportunities are identified following investigation of complaints.
Coach and develop front line complaint handling practices to support others' complaint handling skills to prevent complaints being unnecessarily escalated.
Carry out root cause analysis, identifying trends and themes in member dissatisfaction and make improvement suggestions to prevent future member dissatisfaction.
Horizon scan, using Financial Ombudsman findings and regulatory publications, identifying points of interest, and read across before providing these insights in...