Complaints Resolution Officer

Job Summary

Lowell, is currently hiring on a vacant job post of Complaints Resolution Officer based in Leeds England United Kingdom. Please read the job detail carefully before applying.

Job Title: Complaints Resolution Officer
Company Name: Lowell
Job Type: Full Time
Job Location: Leeds England United Kingdom
Salary:
Job Link Expiry: 2022-08-20
Posted on: jobsintelecom.net

Job Detail

Summary

Location: We’re based in Leeds, but we work flexibly.

Overdales is an industry-leading law firm and one of the largest providers of specialist debt Litigation services in the UK. We strive to provide the most efficient and cost-effective litigation capability in the industry. We provide our services to a variety of corporate clients operating in the financial services, utilities, telecommunications, and other sectors across the U.K.

We are a proud member of the Lowell Group of companies, one of the largest Credit Management organisations in Europe, whose ethical and principled approach to the treatment of customers also makes us one of the most trusted and respected.

Overdales provides a friendly, inclusive, and collaborative working environment with a smart casual dress code and modern offices.

So that’s us, now let’s talk about your role…

Job Description

This is a 12 month fixed term contract

Key Responsibilities:

• Engage with complainants verbally and in writing to ensure all points of concern are understood
• Determine the difference between disputes and complaints and redistribute disputes to the relevant business area
• Record and respond to complaints in line with the third party complaints handling policy
• Investigate concerns fully, reviewing correspondence, action taken, system processes and where appropriate listening to calls
• Draft and issue final responses ensuring that all points of concern have been responded to
• Determine appropriate actions following the resolution of complaints and ensure these are carried out by the relevant business area
• Provide detailed feedback to the relevant business areas on complaint findings where it relates to human error or has highlighted a process/system failure
• Work with the business area to resolve issues with process identified through the course of complaint investigations
• Provide assistance and advice to Lowell Financial on complaint or compliance related matters
• Accurately maintain the complaints logs and daily tracker
• Review and report on any potential compliance failures or regulator contact as soon as reasonably practical to the COLP
• Participate in business wide process reviews if required
• Deal with internal and external queries received into the complaint inbox
• Be a point of contact for conduct related queries from the business
• Carry out any other duties which are reasonably required in connection with this role

Experience, Skills and Qualifications:

• Ideally 3+ years’ experience within a legal environment
• Good understanding of litigation processes, especially with regard to bulk practice
• Previous experience of handling complaints
• Worked in a TCF (Treating Customers Fairly) environment
• Knowledge of FCA/DISP regulations would be advantageous.

How we say thank you?

An exciting career is much more than just a salary. We also understand that everyone, regardless of culture, gender identity, religion, ethnicity, age, neurodiversity, or disability status, can contribute to our goal to make credit work better for all. Our strength is in our people. So, at Lowell we have a range of benefits that include:

• A discretionary annual bonus for a job well done.
• Life assurance, Private Medical Assurance & Group income protection.
• 3% flexible benefits; pick additional benefits or take as cash each month. Whether this is extra holiday or dental cover there will be something for you.
• A fantastic culture with more little perks along the way including flexible working, family leave and recognition awards.
• Wellbeing support, including THRIVE sessions, trained support officers, and regular webinars and classes geared towards mindfulness.

At Lowell this doesn’t end there, #WeSeeYou when you’re performing your best, or living our values. So, we want to ensure that once you get here, you’ll still be going places.

Take the next step and apply

<

Direct Apply