Senior Complaints Officer

Senior Complaints Officer

Job Title: Senior Complaints Officer
Contract Type: Permanent
Location: Petersfield, Hampshire
Salary: Negotiable
Start Date: ASAP
Reference: BBBH4098_1508316137
Contact Name: Dynamite Recruitment
Contact Email:
Job Published: October 18, 2017 09:42

Job Description

Senior Complaints Officer

Location: Petersfield

Salary: negotiable based on experience

Hours of work: Monday to Friday, 9am to 5.30pm with an unpaid hour for lunch

Dynamite Recruitment is delighted to be working in partnership with a very well-established and fast growing business based in Hampshire, our client is looking to recruit a Senior Complaints Officer to join their busy team.


  • 25 days annual leave + bank holidays
  • Sick Pay at full pay 1-20 days, half pay between 21-40 days
  • Auto Enrolment Pension Scheme
  • Life Assurance 4 x your basic salary
  • Long Term Disability Insurance (after 2 years' service)
  • On-going Training and Professional Development
  • Free to use gymnasium & keep fit classes (after induction)
  • Weekly, fresh fruit supply provided by the business
  • Free tea, coffee
  • Free on-site parking

As a Senior Complaints Executive you will be responsible for

  • Work as part of a specialist complaints department to deal with senior complaints within the business
  • Respond and resolve customer complaints that are escalated from other parts of the business
  • Create and maintain management reports to the Executive Management team
  • Provide feedback on existing and emerging trends to management
  • Develop reporting procedures and root cause analysis information
  • Liaise with internal departments and suppliers, brokers, and third parties
  • Ensure that feedback is provided to the appropriate Line Manager regarding the outcome of a complaint
  • Ensure that once a complaint is closed, the account is handed back to the relevant department
  • Arrange for, and follow up on, any compensation or other action offered to a customer
  • Use the online credit reference agency websites to view, and update customer files

The Ideal Candidate Will have:

  • An understanding of the legislation that governs the business and being able to see how that impacts on the business
  • Demonstrable experience of Complaints & Resolution
  • Excellent English skills with strong letter writing skills
  • Confident, and if necessary, authoritative on the phone
  • Ability to take responsibility for the "tidy up" procedures on complaint closure
  • strong interpersonal and influencing skills.
  • Ability to prioritise workload dependent on legislative or regulatory deadlines
  • Ability to present cases to the Executive team
  • Work independently as well as part of a team
  • Strong customer service and telephone skills
  • Good negotiating skills
  • Active and enquiring mind

To be considered please submit your CV Immediately

Keywords: "Complaints Officer", Complaints, FCA , Senior complaints , Ombudsman, financial services

Dynamite Recruitment Solutions Ltd is acting as an Employment Agency in relation to this vacancy.