Customer Complaints Advisor

Location: Based in our Dalston office with flexibility to WFH

Reporting to: Head of Marketing & Operations

Contract: Permanent, full-time

Salary: £32,000.00 per annum

The Customer Complaints Advisor will manage complaints and help ensure strong relationships with our customers and internal stakeholders.

The job holder will be responsible for ensuring prompt and consistent complaint management. They will be required to liaise with all relevant parts of the business to resolve issues successfully in line with the FCA’s Fair Treatment of Customers principles within appropriate timeframes. A key part of the role is to maintain organised and up to date records and complaint status in the company’s CRM database.

The Customer Complaints Advisor will also conduct thematic reviews and root cause analysis of the complaints received and provide reports to the organisation and to third parties.

The job holder may be exposed to other areas of compliance and financial crime and provide support to the Head of Marketing & Operations as required. Full training will be provided, as necessary.

Key Responsibilities:

• Work with the various business units to train staff to recognise a complaint and then to promptly follow the correct Company procedure in reporting it.

• Ensure all complaints received are resolved successfully in line with the FCA’s Fair Treatment of Customers principles and mandated timelines, liaising with all relevant parts of the business to facilitate such outcomes.

• Build strong relationships with customers and internal stakeholders.

• Maintain organised and up to date records and complaint status in the company’s CRM database.

• Evaluate monthly complaints data for presentation to key stakeholders, including at the monthly Executive Committee (ExCo), quarterly Board meetings and for the bi-annual regulatory reporting submissions to the FCA.

• Coordinate and maintain the Company complaints system to ensure the on-going compliance of the business with FCA regulations.

• Ensure all complaints are handled in accordance with the FCA’s DISP rules and in accordance with Company policies and procedures.

• Proactively keep up to date with regulations on consumer credit and data protection. Align with industry best practice in terms of complaint handling and the fair treatment of customers.

• Carry out thematic reviews into the complaints received, both to the organisation and to third parties.

• Provide assistance to the Compliance Lead on day-to-day compliance matters, ongoing compliance monitoring programmes, and financial crime.

• Any other duties as required by the Company that are commensurate with the position.

Skills and Experience:

• Proven experience in handling complaints within a FCA regulated firm, responding to customers, dealing with the FOS, conducting thematic reviews and performing root cause analysis.

• Reliable with strong organisational skills and the ability to meet tight deadlines.

• Strong analytical and problem-solving skills.

• Excellent drafting/writing skills with the ability to summarise and present vast information, often complex, clearly and accurately.

• Experience of data protection breaches and claims from claims management companies (CMC) would be an advantage.

• Ability to work independently with a calm temperament, sympathetic, fair and a professional nature.

• Strong relationship building and stakeholder management skills.

This job description may be amended from time to time to reflect the changing needs of the business.

Why work for Fair Finance?

Fair Finance is a social business with ambitious plans.

• Over the last twenty years Fair Finance has helped over a hundred thousand people escape the clutches of high-cost money lenders, start businesses or avoid eviction.

• Our work has helped influence Government policy and legislation.

• We have demonstrated how purpose and profit can work together to change the financial system for the better.

• We believe in employing, growing and building around exceptional people who share our values.

• We have created an environment where you can genuinely put clients before profits and make a difference to our clients’ lives.

• We will provide you with a supportive workplace surrounded by peers who want you to do well, with responsibility to make a real difference in the organisation and the opportunity to thrive and make the role your own.

• We are a diverse organisation full of people who understand the balance between achieving business objectives and our social mission.

• Our Head Office is in a shared workspace in Dalston, housing creative businesses, social enterprises and charities.

• Hybrid working and work practice flexibility is offered.

Employee Benefits

• Annual holiday entitlement of 20 days in addition to UK public holidays.

• An additional paid day off for your birthday.

• Staff receive an additional 'WFH budget' to allow even greater location flexibility.

• Private Health Insurance.

• Perkbox access for a wide range of discounts.

• Employee Assistance Programme (EAP).

• 3% matching contribution towards a stakeholder pension.