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Company Info
i-Placements
Oxfordshire (United Kingdom)

Company Profile

Customer Relationship Executive

Posted by i-Placements on 10.12.2015
Job ID: 776675
Location: Bracknell, Berkshire, United Kingdom
Job Category: Banking & Financial Services, Executive Positions
Salary: £25,000.00 per year
Job Views: 5220
Post Code:
Employment Type: Full time
Posted: 10.12.2015

Job Description

BEFORE APPLYING:  Do you possess the following ESSENTIAL QUALIFICATIONS?  

ESSENTIAL QUALIFICATIONS:

  • Previous complaint handling skills in a financial regulated environment
  • Excellent PC skills (Word, Excel and PowerPoint)
  • Regulatory knowledge of TCF/DISP
  • Working knowledge of FOS (Financial Ombudsman Service)
  • Ability to analyse and interpret DISP/MCOB guidelines
  • Strong communication skills both written and verbal as well as the ability to negotiate with staff and external agencies at all levels

_________________________________________________________________________________________

Our Bracknell based client is seeking to appoint a Customer Relations Executive who will actively support the Business with the handling of all complaints, ensuring fair outcomes are achieved in line with company policy and regulatory requirements.

This will incorporate Financial Ombudsman Service (FOS) complaints, High Reputational Complaints, Third Party Complaints, Root Cause Analysis, Trend Analysis, Complaints Reporting and Treating Customers Fairly (TCF).
Analyse data, identifying areas and trends providing remedial suggestions to policy and service matters.


Ensure regulatory and legislative compliance, including DISP/MCOB rules.
Give direct input into driving a continuous improvement culture within the Department and wider business areas.

Key Accountabilities:

  • Investigate all assigned complaints in a consistent, fair and prompt manner and handle all issues in line with the company complaint handling and TCF policy
  • Respond to and deal with FOS, High Reputational, MP and Third Party Complaints
  • Establish good external relationship with FOS
  • Use 'root cause’ analysis to identify any systemic issues to ensure remedial action taken where necessary
  • Develop and consolidate key regulatory knowledge/skills
  • Provide support to the Customer Relations Manager
  • Provide advice and guidance to business departments and act as the complaints contact as and when required
  • Assess and analyse compensation and redress payments
  • Provide feedback for the maintenance of policies and procedures as and when required, making recommendations for change where appropriate
  • Plan, organise and prioritise workloads to meet regulatory deadlines imposed by the FCA
  • Champion excellent customer service both internally and externally
  • To undertake such ad hoc activities as may be required by the business
  • Challenge working practices and present options and recommendations on change and initiative’s, which will affect handling and resolving complaints and ultimately business success
  • Shape support and implement new practices, initiatives and improvements

ESSENTIAL QUALIFICATIONS:

  • Previous complaint handling skills in a financial regulated environment
  • Excellent PC skills (Word, Excel and PowerPoint)
  • Regulatory knowledge of TCF/DISP
  • Working knowledge of FOS (Financial Ombudsman Service)
  • Ability to analyse and interpret DISP/MCOB guidelines
  • Strong communication skills both written and verbal as well as the ability to negotiate with staff and external agencies at all levels

Applicants who do NOT possess the above experience will be unsuccessful. Excellent communication skills, both written and verbal are essential to be considered.