Customer Resolution Officer
EMCAS have an exciting new role for a Customer Resolution Officer located at our Paignton office. THE ROLE The key purpose of the role is to ensure that all complaints are handled in line with internal policy and within external regulatory requirements. Delivering an excellent customer experience, ensuring a fair outcome for all customers and working with stakeholders to address any weaknesses in processes through feedback and calibration. You will be responsible for day-to-day management of the businesses complaints function; including investigating and responding to all customer complaints. THE PERSON: - Maintaining proper oversight of the businesses complaint handling procedures, ensuring compliance with the Legal Ombudsman Scheme Rules and Claims Management Regulator's Complaint Handling Rules. - Accurately recording all customer complaints received via letter, email and telephone into our Complaints Management System. - Conducting fair and thorough investigations of all customer complaints in order to establish fair outcomes for all customers. - Procuring and collating all relevant information and documentation in order to assist in the investigation of complaints. - Responding to all complaints in line with CMR Complaint Handling Rules 2015 and Legal Ombudsman Scheme Rules. - Managing second tier complaints escalated to the Legal Ombudsman, ensuring on time delivery of information requests. - Referring compliance issues discovered during an investigation to Head of Compliance. - Maintaining, and improving, complaints management information (MI) and presenting MI to Head of Compliance and other key stakeholders on a regular basis. - Supporting Head of Compliance with any regulatory returns involving complaints MI. - Conducting root cause analysis to identify trends in order to avoid repeat complaints. - Providing feedback on any issues discovered during an investigation to internal stakeholders and external third parties where appropriate. - Communicating in a professional but helpful and friendly manner with all customers. - Maintaining an already well-established and strong relationship with the Legal Ombudsman by taking the lead on the Relationship Management Initiative. EXPERIENCE REQUIRED - Successful experience in complaints handling is essential, experience within a regulated environment is desirable - Experience in a customer services environment is desirable - IFS/LIBF Level 3 Certificate in Regulated Complaints Handling (CeRCH) is desirable - IFA/LIBF Level 3 Certificate in Regulated Customer Care (CeRCC) is desirable - Understanding of Claims Management Regulator and/or Financial Conduct Authority (FCA) complaints handling requirements is desirable - Strong verbal and written communication skills are essential - Exceptional attention to detail and sound analytical skills - Self-motivated and able to work on own initiative with excellent organisation skills HOURS & SALARY Full time: 39 hours, annual salary £18,500 Plus benefits including pension & eye-care vouchers 8.30am - 5.30pm Monday to Thursday, 8.30am to 4.30pm Fridays (can be flexible) EMCAS specific training will be provided. To apply, please click and apply, or contact our recruitment department, our telephone number can be found on our careers page of the EMCAS website. In 2003, EMCAS was established with the sole purpose of restoring financial justice to the UK; in other words, standing up for people who had been stung by the mis-selling of financial products, and to work on their behalf to claim back what was rightfully theirs. We have grown to one of the UK's largest Claims Management Companies (CMCs), with three offices and having helped over half a million customers claim back £515 million. It's something we're extremely proud of, and the difference it makes to our customers is incredible. We're real experts in our field too, even helping to set-up the Professional Financial Claims Association (PFCA) from the start. However, at our core, we remain the same consumer champions who care about doing the right thing for our people - be they our customers or our employees.