Financial Services Senior Customer Relations Officer – Surrey – £27,500 - £35,000 dependent on experience
Our client is a leading provider of financial products for people with health conditions. Due to expansion, a vacancy exists for an experienced Senior Customer Relations Officer to deal with complaints from IFA’s and customers in a regulated FSA environment. Previous supervisory experience essential as will be responsible for two direct reports. Able to recognise trends and provide solutions and recommendations.
Key accountabilities include:
• Will remain compliant in all activities, both written and spoken, in relation to relevant legislative and FSA requirements.
• To lead and manage the Customer Relations area, including two direct reports.
• To oversee and carry out root cause analysis to agreed standards, and to monitor and report findings on department performance.
• Responsible for making decisions where ex-gratia payments or policy related payments are appropriate.
• Responsible for calculating levels of redress or compensation and evaluating levels of goodwill payments.
• Support the Quality Assurance testing on a range of processes.
• Ensure that appraisals, mid-term reviews, 1-2-1’s and identification of training needs are met.
• Manage the proactive and positive client experience during the complaint handling process.
• Effectively manage and successfully negotiate with clients to facilitate a mutually beneficial resolution to a complaint.
Experience Required:
• Proven experience of working in the Financial Services sector.
• Proven experience of managing or leading staff.
• CF1 or CF4 essential.
• Proven experience within a regulated complaint handling role.
• Proven experience of producing detailed and accurate work.
• Excellent understanding of regulatory requirements.

Keywords: Financial services, Complaint Handler, Complaint handing, Surrey, Redhill, Reigate, Dorking, Crawley, CF1, CF4, supervisory, management, root cause analysis, FSA requirements, compliance, customer relations,
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