To take responsibility for escalated customer enquiries and complaints in relation to regulated financial products. To analyse and investigate each complaint, taking appropriate action to reach a resolution in the interest of the business and the customer. To liaise with all stakeholders to deal compliantly and effectively with complaints, adhering to FCA regulation, policies & procedures at all times.
Role Accountabilities
Complaints Management
Effectively manage complaints regarding regulated products within FGH compliance guidelines and ensure response to within prescribed regulatory timescales Ensure that complaints are dealt with in the most appropriate way, are properly investigated and dealt with effectively to reach an appropriate outcome To liaise with service providers by telephone and in writing in order to provide a high quality of service for our customers Responsible for own caseload and achievement of regulatory deadlines Administrative Duties
Record complaints accurately and completing administrative duties relevant to the role Proactively identifying solutions through root cause and providing feedback where applicable to prevent potential ongoing issues Review complaints for learning and service improvement Ability to identify and support Vulnerable Customers in line with FGH’s policies and procedures to ensure they receive a good outcome To represent the company in a professional manner at all times To achieve and maintain competent status under FGH training and competence regime via regular training sessions and assessments To be committed to good outcomes for customers at all times and demonstrate a reasonable and proportionate approach to complaints management Ensure compliance with all applicable UK and local regulations, Company Policies and FCA Conduct Rules Demonstrate behaviours in line with our Company values To take reasonable care for the health and safety of yourself and other persons who may be affected by acts and omissions at work
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Effectively manage complaints regarding regulated products within FGH compliance guidelines and ensure response to within prescribed regulatory timescales Ensure that complaints are dealt with in the most appropriate way, are properly investigated and dealt with effectively to reach an appropriate outcome To liaise with service providers by telephone and in writing in order to provide a high quality of service for our customers Responsible for own caseload and achievement of regulatory deadlines Administrative Duties
Record complaints accurately and completing administrative duties relevant to the role Proactively identifying solutions through root cause and providing feedback where applicable to prevent potential ongoing issues Review complaints for learning and service improvement Ability to identify and support Vulnerable Customers in line with FGH’s policies and procedures to ensure they receive a good outcome To represent the company in a professional manner at all times To achieve and maintain competent status under FGH training and competence regime via regular training sessions and assessments To be committed to good outcomes for customers at all times and demonstrate a reasonable and proportionate approach to complaints management Ensure compliance with all applicable UK and local regulations, Company Policies and FCA Conduct Rules Demonstrate behaviours in line with our Company values To take reasonable care for the health and safety of yourself and other persons who may be affected by acts and omissions at work
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