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Senior Resolutions Investigator

Location: Salisbury, Wiltshire Industry: Office & Professional
Salary: £24000 - £25000 per annum + holiday, pension etc Contact: Danny Harding
Posted: almost 2 years ago Contact Email: meridiansouth@meridianbs.co.uk

Our client is looking for a Senior Resolutions Investigator to join their growing and successful team near Salisbury.

The Role:

  • Assist with day to day, supervision, support and guidance to complaint investigators for timely resolution to formal and less formal customer dissatisfaction.
  • Monitor and record daily performance, including quality of the team's output, whilst upholding the importance of fairness and accuracy to internal standards.
  • Responsible for liaising with and providing comprehensive responses to external partners and official bodies in fair resolution of customer dissatisfaction.
  • Responsible for mentoring and coaching team members, completing performance reviews and other team performance related tasks as required.
  • Investigate complaints received by the business, prepare draft and articulate, interim letters and final company decision to policy holders.
  • You will be responsible for oversight of the department administrative tasks maintaining and developing the complaint recording systems, case work list and file retention.
  • Demonstrate an excellent knowledge of the Financial Conduct Authority (FCA) complaints handling rules and guidance.
  • Demonstrate an excellent knowledge of the Financial Ombudsman Service (FOS) complaints processes and to keep updated with trends in responses.

Required Skills/experience:

  • Experience of coaching, supporting and supervising staff of differing level of skill/ ability.
  • Experience of dealing with customer complaints verbally and in writing
  • Experience of supervising staff carrying out regulated activity within a financial services environment.
  • Familiar with UK Financial Service regulation principles in practice.
  • A good knowledge of Insurance related regulatory principles in practice.

This is a full time, permanent position offering £25,000 per annum. The operational hours are 09:00am - 5:00pm, Monday to Friday.

Contact Gemma Lawrence at Meridian on 01722 328038 / 07876 250447 or email glawrence@meridianbs.co.uk to apply and find out more.

Meridian Business Support is acting on behalf of our Client as a Recruitment Agency.

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