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Overall Summary
At Close Brothers we look to recruit individuals from all different backgrounds and encourage you to apply even if you don’t tick every box. We celebrate diversity, promote inclusivity and are open to discuss flexible work options to help you balance your work and home life.
Join the Close Brothers Motor Finance Team where you will ensure that all complaints received are managed effectively, documented, dealt with in a timely manner and brought to conclusion, ensuring the right outcome is gained for both the company and the customer in line with the FCA Treating Customers Fairly principles.
Working as part of the Complaints team our ideal team member will have previous experience in Complaint handling with excellent communication and interpersonal skills at all levels (written and verbal)
Responsibilities
- To provide high quality and professional advice and support when dealing with telephone calls and correspondence
- To investigate the complaint competently, diligently and impartially obtaining additional information where necessary to enable a resolution to be reached
- To ensure that all complaints received are resolved successfully in line with the FCAs Treating Customers Fairly principles, liaising with all relevant parts of the business to facilitate such outcomes
- Communicate professionally with a variety of people including customers, branch staff, senior management, Close Brothers, insurers and the Financial Ombudsman Service
- Ensure compliance with Company and regulatory requirements
- Responsible for the accuracy of information recorded in the database
- Compose proficient letters
- Answer telephone line promptly and courteously
- Achieve departmental and company service standards (SLAs)
- Contribute to creating a happy team working environment
- Report any potentially serious complaints swiftly to your line manager
- Identify and report any breaches relating to complaint handling or Company procedures to your line manager
- Produce complaints management information and statistics as and when required by the line manager, Compliance Department or senior management
- Assist in identifying trends and issues arising out of complaints received to produce
- Ensure that all Governance and Compliance requirements are adhered to and all reporting and reviewing activities required by the Regulatory Bodies are carried out to the standards required.
WE WOULD LOVE TO HEAR FROM YOU IF YOU ARE/HAVE:
- Excellent administration skills
- Organisation and multi-tasking skills
- Computer literate and strong keyboard skills
- Excellent negotiation skills
- Attention to detail and commitment to high standards of quality
- Understanding and reassuring telephone manner
- Able to work effectively as part of a team
- Complaint handling experience essential
IT IS NOT ESSENTIAL BUT IT WOULD BE GREAT IF YOU:
- Have Motor finance and Regulatory knowledge (Financial Conduct Authority and Financial Ombudsman Service) desirable
We are an inclusive organisation and committed to ensuring our recruitment process is as accessible as possible to everyone. We will make adjustments for people who have a disability or long-term condition. If you need the job description or application form in an alternative format or would like to discuss the recruitment process with us, please email us at
[email protected] or request a call back.
About Us
At Close Brothers we support employees to balance their work life priorities and in this role you will be able to enjoy a mixture of hybrid working.
Close Brothers is a leading UK merchant banking group providing lending, deposit taking and securities trading. We employ approximately 3,000 people, principally in the United Kingdom and Ireland. Close Brothers Group plc is listed on the London Stock Exchange and is a constituent of the FTSE 250.
To find out more about Close Brothers, please visit our careers page: https://www.closebrothers.com/careers
To find out more about life at Close Brothers:
https://www.closebrothers.com/life-close-brothers#374017299-899295541
To find out more about our benefits:
https://www.closebrothers.com/employee-benefits
To find out more about our commitment to creating an inclusive environment:
Our Responsibility - Diversity and inclusion ¦ Close Brothers Group
