work for us
Specialist Lending Ltd is an innovative specialist consumer lending business, trading as Duologi. Due to business growth, we are expanding our Customer Success function and currently have a vacancy for a Complaints specialist (Customer Success Advisor – Complaints), based in our modern offices in central Basingstoke.
Reporting to the Customer Operations Team Leader, the successful candidate will work within the Duologi Operations Customer Success Team.
Duties and responsibilities (not an exhaustive list)
Ensure that all complaints are administered, pro-actively investigated and resolved in accordance with regulatory requirements and company standards.
Collate and compile complaint evidence.
Identify the root cause of a complaint as part of fair and thorough complaint investigations, ensuring all complaint points are fully understood and responded to ensure that fair outcomes are achieved for each customer or merchant.
Update the Complaints Management System providing a clear and concise audit trail.
Reporting information internally and for customers and merchants, using MI and internal reporting tools, in a timely and accurate fashion.
Actioning general complaint queries.
Look for opportunities to identify ongoing issues and eliminate repeat complaints in order to improve our overall customer/ merchant experience.
Manage customer service email & telephony queries with care, attention and enthusiasm.
Working within a small team, candidates are expected to work both autonomously on their own caseload, and in support of each other as required from time to time. In the wider Customer Operations team, there will be opportunities to work across other customer functions, including general customer service, merchant enquiries, onboarding and fraud complaints.
Training will be provided on in-house systems.
Required Skills and Abilities
Ability to work under pressure and to be able to show a flexible and adaptable approach.
Time management skills, with the ability to review, organise and prioritise.
Use all available sources of information, knowledge and investigative skills to fully explore complaints.
Inquisitive mindset: the ability to evaluate evidence, and make a decision based on the evidence received.
Must be able to communicate effectively with customers and merchants over the phone and in writing, in a friendly, empathetic and professional manner.
Confident in communicating at all levels and adjusting approach to suit the audience.
Must be able to effectively liaise with key stakeholders within the business
Excellent oral and written English.
Attention to detail.
Complaint Handling in Financial Services (minimum 1 year)
Excel (basic to intermediate level)
Familiarity with the Financial Ombudsman Rules and Regulations
Good knowledge and understanding FCA Regulations, which may include CONC, SYSC, DISP Rules and Consumer Credit legislation, such as the Consumer Credit Act 1974.
Knowledge and Understanding of Data Protection Regulations
Understanding of the principles of the Consumer Rights Act an advantage
Candidates should ideally display the following competencies and behaviours.
Clear oral communication
Clear written communication
Planning and organisation
Integrity and respect for others
Location – Basingstoke
This role is based in our Basingstoke office. We are currently working from home due to the coronavirus situation up to and including June 2021, and plans for our return will be communicated in due course. It is expected that roles will return to the Basingstoke office on either a full time basis or a phased basis, depending on government guidance, health and safety considerations, and the ability to structure teams and functions effectively.
Please apply with a cover letter and CV sent to email@example.com.