Job Purpose To manage the complaints process by taking ownership of individual complaint cases and resolving satisfactorily, in accordance with STB process and procedures, and within the Regulator’s complaints handling rules. To provide outstanding service to both internal and external customers, receiving and responding to queries and requests and delivering a range of performance target indicators. Key Responsibilities Take ownership of complaints, investigate and resolve in accordance to FCA principles and STB values. Deal directly with the customers/colleagues/external businesses/FOS to resolve disputes. Make decisions with customer best interests in mind (TCF and Conduct Risk). Produce complaints issues, errors and breaches Management Information (MI). Provide high levels of service by identifying and satisfying customer needs Update/amend customer records/systems accurately to ensure we comply with the various codes and laws we work within. Demonstrates flexibility to ensure the administration work within the team is completed satisfactorily and within a timely manner. Pro-actively contributes to the growth and development of the Department, always viewing change as an opportunity to improve. Actively contribute to productivity targets and business standards. Self-motivates and takes accountability for own work with minimal supervision when required. Be punctual, adhering to schedule to ensure Departments’ phone coverage is not detrimentally impacted. Compliance with relevant legislation/policy and procedures e.g. DPA/FCA/H & S etc. Knowledge/Experience Experience within a customer focused environment Pro-actively spots opportunities Proven impact and influencing skills Computer literate – Detailed knowledge of screens and associated sub-systems Courteous and confident telephone manner Strong verbal and written communication skills Notes/Brief for Recruitment Team: About The Company Not Specified