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- Tasks: Manage and resolve complaints while ensuring fair treatment of customers.
- Company: Join Close Brothers Asset Finance, a leader in the finance sector.
- Benefits: Inclusive workplace, career development opportunities, and supportive team culture.
- Why this job: Make a real difference by improving customer experiences and driving change.
- Qualifications: Experience in FCA-regulated environments and strong problem-solving skills.
- Other info: Dynamic role with opportunities for training and professional growth.
The predicted salary is between 35000 - 45000 £ per year.
Join Close Brothers Asset Finance Team where you will report to the Complaints Manager in the Operational Governance function and ensure prompt and consistent complaints management, root cause exploration and reporting. Working as part of the Governance department our ideal team member will have previous experience in handling complaints within an FCA environment, and can demonstrate excellent problem‑solving and interpersonal skills.
Responsibilities
- Work with stakeholders across all business units to investigate complex regulated and unregulated complaints, drawing upon expertise of CBAFL’s products.
- Ensure all complaints received are resolved successfully in line with the FCA’s Fair Treatment of Customers principles and mandated timelines, liaising with all relevant parts of the business to facilitate such outcomes.
- Proactively keep up to date and align with industry best practice in terms of complaint handling and the fair treatment of customers.
- Assist the maintenance and improvement of the CBAFL Complaint Handling procedure.
- Provide feedback and coaching to increase the proportion of complaints resolved at first point of contact and complaints which could have been avoided.
- Help deliver regular training to stakeholders annually and on an ad hoc basis where necessary.
- Evaluate monthly complaints data for presenting to key.
- Assess whether complaints indicate a wider issue within CBAFL and whether remediation work is necessary.
- Conduct root cause analysis of individual complaints and annual review.
Qualifications
- Experience of handling complaints within an FCA‑regulated environment.
- Evidence of analytical and problem‑solving skills.
- Excellent interpersonal skills.
- Strong relationship building and stakeholder management skills.
We are committed to providing an inclusive and accessible recruitment process. We recognise that candidates may have specific needs that require adjustments to ensure they have a fair and equal opportunity to demonstrate their skills and abilities. Candidates who require the job description or application form in an alternative format, or any other adjustments, are encouraged to email us or request a call back.
Complaints Analyst in London employer: Close Brothers Asset Finance
Contact Detail:
Close Brothers Asset Finance Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Complaints Analyst in London
✨Tip Number 1
Network like a pro! Reach out to current or former employees at Close Brothers Asset Finance on LinkedIn. A friendly chat can give us insider info about the company culture and maybe even a referral!
✨Tip Number 2
Prepare for the interview by practising common complaints handling scenarios. We should be ready to showcase our problem-solving skills and how we handle tricky situations with customers.
✨Tip Number 3
Show off our analytical skills! Bring examples of how we've tackled complaints in the past, especially in FCA-regulated environments. This will help us stand out as the ideal candidate.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure our application gets noticed. Plus, we can tailor our application to highlight our relevant experience directly.
We think you need these skills to ace Complaints Analyst in London
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Complaints Analyst role. Highlight your experience in handling complaints, especially within an FCA environment, and showcase those problem-solving skills that we’re looking for.
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you’re passionate about complaints management and how your interpersonal skills can help us improve customer satisfaction at Close Brothers.
Showcase Your Analytical Skills: Since this role involves evaluating complaints data, don’t forget to mention any relevant analytical experience. We want to see how you’ve used data to drive improvements in past roles!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it’s super easy!
How to prepare for a job interview at Close Brothers Asset Finance
✨Know Your Complaints Inside Out
Make sure you brush up on the FCA's Fair Treatment of Customers principles and how they apply to complaints management. Familiarise yourself with common complaint scenarios in the finance sector, as this will help you demonstrate your expertise during the interview.
✨Show Off Your Problem-Solving Skills
Prepare specific examples from your past experience where you've successfully resolved complaints. Highlight your analytical approach and how you identified root causes, as this will showcase your ability to handle complex issues effectively.
✨Build Rapport with Stakeholders
Since the role involves liaising with various business units, think about how you can demonstrate your interpersonal skills. Share instances where you've built strong relationships or collaborated with stakeholders to resolve complaints, as this will show you're a team player.
✨Stay Updated on Best Practices
Research current trends and best practices in complaint handling within the finance industry. Being able to discuss these during your interview will not only show your commitment to continuous improvement but also your proactive approach to aligning with industry standards.