About the role

To take responsibility for escalated customer enquiries and complaints in relation to regulated financial products. To analyse and investigate each complaint, taking appropriate action to reach a resolution in the interest of the business and the customer. To liaise with all stakeholders to deal compliantly and effectively with complaints, adhering to FCA regulation, policies & procedures at all times.

Role Responsibilities

• Effectively manage complaints regarding regulated products within FGH compliance guidelines and ensure response to within prescribed regulatory timescales

• Ensure that complaints are dealt with in the most appropriate way, are properly investigated and dealt with effectively to reach an appropriate outcome

• To liaise with service providers by telephone and in writing in order to provide a high quality of service for our customers

• Responsible for own caseload and achievement of regulatory deadlines

• Record complaints accurately and completing administrative duties relevant to the role

• Proactively identifying solutions through root cause and providing feedback where applicable to prevent potential ongoing issues

• Review complaints for learning and service improvement

• To be committed to the fair treatment of customers and demonstrate a reasonable and proportionate approach to complaints management

• To represent the company in a professional manner at all times

• To achieve and maintain competent status under FGH training and competence regime via regular training sessions and assessments

• 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

• Good understanding and knowledge of  FCA regulatory requirements.  (Including DISP and FOS)
• Experience in dealing with customer complaints
• Excellent Customer Service
• Excellent verbal, written and interpersonal skills
• Able to investigate, analyse and interpret customer information and act according to business rules
• Excellent PC skills including Microsoft Word and Excel, Financier & Charter
• Experience of working with other stakeholders, suppliers and 3^rd parties
• Understand and maintain knowledge of system applications required for role;
• Good understanding of the principles of TCF
• Understand the impact of debt and vulnerability
• Excellent letter-writing skills
• Educated to GCSE level or equivalent in Maths and English (A-C)

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.