Complaints Officer - 12 Months FTC

The UK Governance & Reporting function is responsible for the Bank's Complaints, Vulnerable Customers & Conduct Risk process, policies and ownership. The Complaints Officer is a specialist role, responsible for overseeing complaint handling across the bank. This involves supporting branches investigate and resolve complex complaints, providing training and feedback, as well as identifying the root causes for complaints through the production of management information and analysis. Main Responsibilities

• Supports branches to investigate and respond to oral and written complaints as well as managing complaints escalated to Financial Ombudsman Service (FOS) or CEO;
• Manages and responds to queries and support requests in the complaints mailbox;
• Liaises with the FOS, reviewing requests and decisions and referring them to internal stakeholders.
• Identifies and mitigates routines and procedures within the bank that are sources for complaints;
• When required, creates management information detailing trends, root causes and actions required and reports to all relevant stakeholders;
• Operates in line with the Bank's Risk Management framework (including sub-frameworks) and relevant risk and compliance policies and procedures, ensuring appropriate and timely escalation of any concerns to their line manager., Your journey with us begins once you have submitted your application. One of our Handelsbanken recruiters will be reviewing your details and will later organise a phone conversation if you match the role requirements. If there is a mutual fit, we will extend an invitation for you to participate in an interview.
How can we support you to be your best self? Our Talent Acquisition team will be happy to provide support e.g. if you need additional time to prepare for an interview or you have any requirements for any part of the interview/hiring process - just let us know by email [email protected].

Research (by Harvard University) shows that women are particularly likely to second guess themselves and not apply - so if you are worried you don't meet all the criteria, get in touch anyhow and let us do the worrying…
• Excellent knowledge of the relevant complaints regulations, processes, products and services at the Bank as well as the branch procedures for handling customers' needs and applying internal rulings and instructions;
• Excellent knowledge of the DISP and Payment Service complaint rules including different complaint types and resolutions timescales;
• Understanding FOS processes;
• Previous experience of using Salesforce Customer Relationship Manager would be an advantage;
• Proven ability to use Microsoft Office tools (including Word, Excel and PowerPoint) in a complaints handling environment;
• Excellent verbal and written communication skills with the ability to analyse, articulate and present complex issues clearly and concisely;
• Experience of MI production
• Integrity and discretion
• Ability to work well under pressure, prioritise and adapt
• Attention to detail and an organised approach to work
• Self-discipline and initiative
  
  Handelsbanken is a relationship bank with a decentralised way of working, a strong local presence thanks to a nationwide network of branches, and a long-term approach to customer relations. Each Handelsbanken branch operates as a local business enabling it to make decisions at a local level and provide a bespoke service. The focus is always on the need of the individual customer and not on the sale of specific products.
  
  At Handelsbanken, we deeply value our unique culture and values including trust in and respect for each individual. We take pride in nurturing a work environment where people flourish, and where they are empowered to take decisions in their areas of expertise. We take a long term perspective in everything we do and want each employee who joins us to build a long terms successful career with the Bank.
What is in it for you?
• We have a wide range of learning and development available, empowering and enabling our colleagues to take ownership of their own development.
• Competitive Salary and an extensive range of benefits is provided, including private medical insurance, income protection and life assurance
• A market-leading pension contribution of 15% paid by the bank, which can be invested in a wide range of funds (including ESG and Shariah funds)