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Complaints Handler - Newport

Full Time
Job Sector:
Administration / Office Work, Financial Services / Insurance, HR / Training
South Wales
Newport & Torfaen
Salary description:
Circa £24, 300 - £27, 000 per annum
Start Date:
Monmouthshire Building Society
Job Ref:

Complaints Handler

Location: Newport City Centre Head Office

Salary: Circa £24,300 - £27,000 per annum

Closing Date: Thursday 21 June 2018

The primary purpose of the new role of  the Complaints Handler, reporting to the Customer Quality & Assurance Manager, will be:  

Responsibility for ensuring that all escalated and FOS complaints, are managed in line with the required deadlines and FCA requirements. Undertaking root cause analysis to identify trends and opportunities for service improvement, providing feedback and training to the business in order to improve the customer experience.

The keys tasks and responsibilities will include:

  • Ensure all escalated complaints are dealt with in a timely, efficient manner
  • Take ownership of all escalated and FOC complaint cases, ensuring that customers are responded to and dealt with in accordance with regulatory timelines
  • Maintain complaints policy and procedure for the Society, undertaking suitable oversight activities to ensure adherence across the business
  • Create, maintain and utilise a root cause analysis approach with trend analysis management information
  • Provide training, support, advice and guidance to other departments across the business
  • Complete regulatory and internal reporting as set out in Society policy and procedures
  • Provide areas the business with proposals for process and service improvements identified through complaint root cause analysis

The successful candidate will have 3-5 years’ experience within a similar position, with a relevant higher education qualification e.g. A Levels, or equivalent, and will  be proficient in MS packages.  Experience of training or coaching and strong communication and interpersonal skills are essential for this role.

Monmouthshire Building Society values the diversity that all sections of the community can bring to our Society, we welcome applications from everyone who shares our values.

As a financial services organisation regulated by the PRA and FCA our staff must be honest, financially sound and maintain high levels of competence and capability in their role. Therefore our pre-employment checks include adverse credit checks and criminal records checks (DBS checks) at a basic disclosure level for the majority of roles but at the standard level for certain roles.

To apply for this role, click here or the 'Apply Now' button below.

Company Description

From the most humble of beginnings the Society has grown into a large and highly efficient organisation.

The Society was founded by a group of local businessmen on the evening of Saturday, January 23, 1869. On May 7 that year the Society granted its first loans, £200 to Mr John Hellier of 6 Tunnel Terrace and £150 to Mr James McBean, a bootmaker of 118 Commercial Road.

Since that time the Society has served the people of Newport and surrounding areas through two world wars, two turns of the century and seen Newport grow from a population of 26,000 people and 3,900 properties to its present size. Members of the Society are proud of its past and its valuable contribution to the economic growth of the wide area it serves.

Today the Society provides a range of Savings and Mortgage products to an increasing number of people throughout South Wales. As a local building society we remain active within our community, supporting local causes through sponsorship, and aiding community organisations and charities through our Charitable Foundation.

We are one of 49 remaining building societies within the UK. Building Societies focus on looking after their members and customers without the pressure to return some of the profits to external shareholders. The Directors of the Monmouthshire Building Society believe that this form of corporate status has stood the test of time and is as effective today as it has ever been.

Closing Date:

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