Complaint Handler

Posted 08 March 2022
Salary Competitive plus benefits
DisciplineFinancial Services & Customer Operations

Job description

Complaints Handler


We are looking for Complaints Handlers to join our Financial Services team here at N Brown. As a Customer Complaints Handler, you will take complete ownership of our customers’ complaints by providing an exceptional level of service, showing empathy whilst solving queries, problems and handling complaints in a timely and professional fashion in-line with regulatory requirements.

Our people are obsessed with customer service, enriched with data and powered by the latest technology to drive our business forward. As we continue to invest in our goal of becoming a leading digital retailer, there’s never been a better time to join us!


 What will you be doing?

  • Responding to customer Complaints via all channels into the department providing swift resolution to customers when things go wrong

  • Effectively identify and log complaints both retail and regulated following the guidelines in place.

  • Effectively identify and assist vulnerable customers following the guidelines in place.

  • Conduct due diligence audits to understand whether business processes are being followed correctly in the frontline outsourced estate and provide evidence for remediation where appropriate.

  • Represent the Complaints Team at business-wide forums, providing process knowledge and expertise, and highlighting customer detriment to relevant stakeholders, when required.

  • Be responsible for own performance, ensure any new learning is undertaken timely and effectively, use information systems daily to keep updated on announcements, briefs and updates.

  • Ensure conduct rules are followed in-line with SM&CR and knowledge in this area is regularly refreshed


Your benefits 

In return for your hard work and commitment; you will receive competitive salary and excellent benefits including company discounts, pension contribution and 24 days holiday.

Employees in our business may have access to our customers’ personal data therefore for a number of our roles, offers of employment are subject to a satisfactory criminal record check.

Having a criminal record will not necessarily prevent an individual from obtaining a position with N Brown Group / JD Williams.