Full-Time Customer Complaints Agent

We are committed to always providing the best service to our members, but sometimes things can go wrong. As a Customer Complaints Agent, you will play a critical role in providing the best customer journey, when a new or existing member raises concerns or a complaint about our product(s) and/or service(s).

You will ensure that all complaints are handled promptly, professionally and in compliance with the dispute resolutions rules set by the Financial Conduct Authority (“FCA”) and the second Payment Service Directive. The ideal candidate will be empathetic, detail-oriented and have experience in the regulated financial environment.

Key Areas of Focus:

• Investigate and resolve complaints in a timely, competent, and diligent manner, in line with internal processes and external regulations, ensuring not only fair outcomes, but also good outcomes in line with Consumer Duty.
• Liaise with internal teams to gather evidence from within Teya.
• Excellent verbal and written communication skills.
• Draft clear, accurate and evidence-based Final Response Letters.
• Escalate complex or high-risk cases to a manager as appropriate.
• Support with regulatory reporting and data required for MI.
• Meeting individual KPIs.
• Confident in suggesting potential improvements and efficiencies to processes to your leader.
• Strong analytical skills to be able to come to evidence-based decisions.

What You'll Be Doing:

• Take ownership and review every member’s complaint, completing the required investigation, including contacting the member if needed to produce balanced findings.
• Log, acknowledge and manage customer complaints in line with internal procedures and FCA guidelines.
• Maintain accurate records of your investigation.
• Explain clearly to members and internal and external stakeholders what has happened to cause a complaint and what we can do to put it right if applicable.
• Produce professionally written Final Response Letter.
• Assist with completing files needing to be submitted to the Financial Ombudsman Service (“FOS”) or other dispute resolution services.
• Proactively analyse data on identified trends and suggest potential new controls to the leader.
• Assist in managing internal stakeholders, balancing expectations from internal teams with the need to achieve compliance with company policy and FCA regulation and expectations from FOS.
• Achieve departmental SLA’s for resolving cases as well as personal KPIs such as Quality Assurance scores.
• Build and maintain strong relationships with internal stakeholders, sharing insights and fostering a culture of ongoing collaboration to provide good outcomes to members.

We are constantly looking at how we can improve our service and product to our members, therefore you need to be proactive in suggesting potential areas of improvement and optimisation to the leader.

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