Client Care Officer Job in Southampton, Hampshire

Client Care Officer Job in Southampton, Hampshire. Apply for the latest Southampton, Hampshire jobs in Accounting/Financial/Insurance.

Client Care Officer Job in Southampton, Hampshire

Job Description
Job Title: Client Care Officer

Location: Southampton

Salary: £22,000- £25,000 per annum DOE

Permanent – full time, Monday to Friday office-based role.

The key purpose of this role is to ensure that all complaints are handled in accordance with the organisation's internal Complaints Handling Policy and Procedures, ensuring complaints and external disputes are managed in line with the FCA regulations, fairly, accurately, and clearly.

Duties include:

* Handling of all complaints received within the 1st and final stage of the complaint handling process.

* Completion of outbound acknowledgement and resolution calls with complainants.

* Acknowledging, drafting, and sending out complaints correspondence promptly, responding to customers within set time limits, systematically and fairly.

* Resolving customers' queries within agreed authority, investigating the cause of individual complaints, and where required, gathering information from relevant departments, and reviewing sales documentation.

* Making recommendations for fair, impartial decisions on whether to uphold a complaint in line with the organisation's policies and set mandates.

* Calculating redress and compensation in line with regulatory and FOS guidelines.

* Maintaining customer related information systems for accurate record keeping.

* Identifying actions to address the cause of complaints, making suggestions to improve processes and documentation to reduce complaints.

* Assisting the wider compliance team with mortgage file reviews and compliance queries from the advisory department as required.

* Ensuring compliance with legal requirements, industry regulations, organisational policies, and professional codes.

The successful candidate will have:

* Experience in complaints handling, ideally within a Mortgages environment, wider financial services complaints handling experience will be considered.

* Good IT skills including MS Office.

* Excellent verbal and written communication skills.

* Really good organisation and attention to detail.

* Tact and discretion dealing with sensitive personal information.

* A good level of qualification in Maths and English

Job Type: Permanent, Full Time
Location: Southampton, Hampshire
Category: Accounting/Financial/Insurance
City: Southampton
County: Hampshire
Country: United Kingdom
Salary: £22000 – £25000/annum DOE
Benefits: DOE