Complaints Handler

Division Close Brothers Motor Finance Ireland

Location Dublin, Ireland

Salary Competitive Salary, Discretionary Bonus + Company Benefits

The Vacancy

OVERALL SUMMARY

At Close Brothers we look to recruit individuals from all different backgrounds and encourage you to apply even if you don’t tick every box. We celebrate diversity, promote inclusivity and are open to discuss flexible work options to help you balance your work and home life.

Join Close Brothers Motor Finance Ireland Team where you will be responsible for managing the complaints recorded by the business as well as acting as a point of contact for escalated complaints within the business

The ideal candidate would possess excellent interpersonal skills and understanding of the motor finance industry. The combination of these skills will enable you to tailor your communication styles with people at branch level as well as internal senior management

RESPONSIBILITIES

To provide high quality and professional advice and support when dealing with telephone calls and correspondence
To investigate the complaint competently, diligently and impartially obtaining additional information where necessary to enable a resolution to be reached
To ensure that all complaints received are resolved successfully, liaising with all relevant parts of the business to facilitate such outcomes
Communicate professionally with a variety of people including customers, branch staff, senior management, Close Brothers, insurers and the Financial Ombudsman Service
Ensure compliance with Company and regulatory requirements
Responsible for the accuracy of information recorded in the database
Compose proficient letters
Answer telephone line promptly and courteously
Achieve departmental and company service standards (SLAs)
Contribute to creating a happy team working environment
Report any potentially serious complaints swiftly to your line manager
Identify and report any breaches relating to complaint handling or Company procedures to your line manager
Produce complaints management information and statistics as and when required by the line manager, Compliance Department or senior management
Assist in identifying trends and issues arising out of complaints received to produce root cause analysis and suggested remedial action (where required)
Ensure that all Governance and Compliance requirements are adhered to and all reporting and reviewing activities required by the Regulatory Bodies are carried out to the standards required.

WE WOULD LOVE TO HEAR FROM YOU IF YOU HAVE:

APA qualified.
Excellent administration skills
Great organisation skills as well as being able to and multi-task
Proven use of Microsoft Office tools
Good communication and interpersonal skills at all levels (written and verbal)
Negotiation skills
Excellent attention to detail and commitment to high standards of quality
The ability to work alone as well as part of a team
Some complaint handling experience

IT IS NOT ESSENTIAL BUT IT WOULD BE GREAT IF YOU HAVE:

Knowledge of regulations relating to Compliance, Data Protection, Anti Money Laundering, Consumer Credit Directive and Consumer Credit Act in line with CBI guidelines and regulations.
Qualifications - QFA

We are an inclusive organisation and committed to ensuring our recruitment process is as accessible as possible to everyone. We will make adjustments for people who have a disability or long-term condition. If you need the job description or application form in an alternative format or would like to discuss the recruitment process with us, please email us at recruit.ssc@closebrothers.com or request a call back.

ABOUT US

At Close Brothers we support employees to balance their work life priorities and in this role you will be able to enjoy a mixture of hybrid working.

Close Brothers is a leading UK merchant banking group providing lending, deposit taking and securities trading. We employ approximately 3,000 people, principally in the United Kingdom and Ireland. Close Brothers Group plc is listed on the London Stock Exchange and is a constituent of the FTSE 250.

To find out more about Close Brothers, please visit our careers page: https://www.closebrothers.com/careers

To find out more about life at Close Brothers:
https://www.closebrothers.com/life-close-brothers#374017299-899295541

To find out more about our benefits:
https://www.closebrothers.com/employee-benefits

To find out more about our commitment to creating an inclusive environment:
Our Responsibility - Diversity and inclusion ¦ Close Brothers Group

The Company

At Close Brothers Group, we are all connected by our mission to be the best place in the UK for wealth professionals and their clients.

We believe that everyone should think ahead, have a financial plan and invest wisely. Our clients are professionals, business owners, individuals, charities, families, and employers, who rely on our clear financial advice and investment management services to preserve and grow their long-term savings and investments.

We are a team of about 900 people based in 15 offices across the UK. Our geographic footprint means we can combine a local approach with face-to-face services to enable strong, long-term relationships with our clients.

Sustainability is fundamental to our purpose and we have a responsibility to help address the social, economic and environmental challenges facing our business, colleagues and clients. We strive to do the right thing and are dedicated to helping the charities that matter most to our people.

Our vision is to develop an open and inclusive company that ensures everyone is valued, respected and included, so that in years to come our business will represent a diverse and inclusive workforce from the top down.

We look to recruit individuals from all different backgrounds. If this job is of interest to you but you do not meet every criteria then we encourage you still to apply as we are open to providing training opportunities. As an early adopter of hybrid working we are open to discussing all types of flexible working options, helping you to balance your work and home life.

The Benefits

Private medical

Discounted health checks

Stakeholder pension contribution