About the role

To provide support to the business in respect of legal and regulatory response to escalated complaints, subject access requests and litigation.

Role Responsibilities

• Action all cases in line with practice group/client service standards and protocols ensuring the monitoring and completion of MI as required
• Utilise negotiation and communication skills to proactively settle/assist in the settlement of cases to the satisfaction of the client whilst further developing legal technical knowledge;
• Analyse risk and utilise commercial knowledge to develop sound judgement in order to justify decisions in the management of cases;
• Prioritise and organise work efficiently and effectively to ensure client service level agreements and deadlines are met;
• Understand the role in the context of the practice group and proactively seek to increase contribution via the allocation of work;
• Work flexibly in adjusting to changes in priority of workload as dictated by the practice group;
• Pro-actively support the ongoing development of colleagues in Operations, delegating tasks where appropriate;
• To be committed to the fair treatment of customers at all times
• Ensure compliance with all applicable UK and local regulations, Company Policies and FCA Conduct Rules
• Demonstrate behaviours in line with our Company values
• To take reasonable care for the health and safety of yourself and other persons who may be affected by acts and omissions at work

About you

• A good working knowledge of FGH systems
•  An interest in, and willingness to develop expertise in, consumer credit, regulatory law and litigation practice
• The ability to spot a systemic risk arising from an individual case
• The ability to mentor and coach more junior members of the team
• The ability to prioritise and manage multiple tasks
• Excellent attention to detail to be able to carefully analyse files and data
• The ability to work well under pressure and to tight deadlines
• Excellent teamwork skills
• Flexibility and adaptability in your attitude and approach to work

Why FGH?

Our staff enjoy competitive benefits including staff discount, generous annual leave, healthcare cash plan together with a vibrant, colourful, creative and flexible working atmosphere. With our competitive benefits, and supportive teams our staff enjoy helping us on our mission and benefit greatly from the challenges that come with working for a successful retailer.

About us

Freemans Grattan Holdings (FGH) is based in West Yorkshire and is part of the OTTO Group – one of the world’s largest online retailer. FGH is the home of familiar brands such as Freemans, Grattan, Kaleidoscope, Swimwear 365, Look Again, Bonprix, Curvissa and Witt.

We offer a broad choice of products and are committed to offering great service and delivery seven days a week. We meet the needs of our extensive and varied loyal customer base by having a Customer First mantra and being fair in how we deal with our customers and employees. Innovation is key as we look for new ideas which will improve the customer experience and our business processes.

We have a great team and integrity plays an important part in how we work together. We currently employ over 700 people within Vicar Lane office, Listerhills warehouse and credit operations, offering a diverse range of opportunities, generous benefits and a good work/life balance. Our mission is to be the preferred choice in internet and home shopping…do things better or do things differently.