Complaints Officer

Job Overview

Contract: Full-time permanent contract – 37 hours per week

No weekends or evenings

Job Title: Complaints Officer

Location: Glasgow City Centre

Salary: £25,000.00 - £27,000.00 per annum

Holidays: 30 days including bank holidays, increasing 1 day per year of service for the first 5 years.

Hybrid Working: Performance-based criteria for homeworking. Hybrid working may be available once you have passed your probationary period and your manager is satisfied with your performance. This gives our employees the chance to combine their time at work between the office and their home to offer better work-life balance.

About The Zinc Group

The Zinc Group are a multi award-winning financial services company working with some of the largest UK and global businesses across industries such as banking and finance, telecommunications, utilities and healthcare, providing customer services and collections.

The role

We have a fantastic opportunity to join an organisation that is consistently growing and is committed to creating positive financial futures for our customers. Reporting to the Compliance Manager, the main role and responsibilities of a Complaints Officer includes:

• Taking ownership of individual cases, ensuring complaints are handled in accordance with FCA requirements, are resolved with an excellent customer experience, and fair and consistent customer outcomes are achieved;
• Investigating complaints thoroughly and impartially, liaising with the customer and other key stakeholders as appropriate, analysing information to support decisions, identifying and taking steps to prevent customer detriment;
• Identifying the root cause, and any trends, and what steps need put in place to avoid any reoccurrence;
• Producing empathetic, accurate and informative written responses;
• Regular updating of the complaints database;
• Providing information on complaints to clients within the specified SLA;
• Keeping up to date with relevant regulatory changes, along with internal business developments;
• Responding to Data Subject rights requests and other requests for information;
• Compliance Monitoring to ensure adherence to Company policies;

Skills and Requirements

• The ability to respond to complainants in an empathetic manner;
• Excellent and proven customer service skills with the ability to communicate to a high standard, both verbally and in writing;
• A high level of accuracy and attention to detail;
• Good problem solving and investigative skills;
• Good organisational and administrative skills with a proven ability to prioritise tasks;
• MS Office proficient;
• Experience in the financial services industry and an understanding of DISP and general FCA requirements, Data Protection legislation and the Financial Ombudsman Service would be advantageous.

What we can offer you – we want you to succeed, grow your career and enjoy it!

• The opportunity to work in a supportive environment, with comprehensive and ongoing training
• Our HR & Engagement Officer will be there to listen and support you throughout your career
• Opportunity for progression and a career path to enthusiastic applicants with a positive attitude
• Provide the ability to apply for funded external training related to your job role
• Quarterly recognition scheme with the chance to win £150, £300 or £500
• Huge annual prize draw with holiday giveaway
• Length of service awards - receive a token of appreciation for your first, fifth and tenth year at Zinc
• Ability to buy or sell up to 5 days holiday per year
• Annual Christmas party at our Glasgow or Stratford-upon-Avon site.
• ‘Refer a Friend’ programme (earn £250 for each person you refer)

At Zinc, we are regulated by the clients we take on board due to the nature of the work we do. All successful candidates will undergo background checks including basic criminal record, credit, anti-money laundering, sanctions and company system checks

How to apply

If you are interested in the role and think you have got what it takes, please send a copy of your up-to-date CV for a chance to join our company. Our recruitment team will review all applications and applicants who are successful in progressing will be contacted to arrange an interview for us to find out more about you and your experience.

Equal opportunities

The Zinc Group is committed to fostering a diverse workplace and is proud to be an equal opportunities employer – applications are welcomed from all suitably qualified applicants.

Privacy Notice

A copy of our Privacy Notice for Job Applicants can be found on our company website thezincgroup.com by following the link: https://www.thezincgroup.com/privacy-notice-for-job-applicants/

Job Types: Full-time, Permanent

Pay: £25,000.00-£27,000.00 per year

Benefits:

• Referral programme

Work Location: In person