Customer Complaint Handler

We are recruiting for a Complaints Handler to join our Customer Outcome Team in Bristol. This team are responsible for challenging and auditing the internal operations, using robust criteria to assess the quality of work with an appropriate focus on customer outcomes, and have ownership of the complaints received within the Mortgage Enforcement team across all jurisdictions. The Complaint Handler will support the Customer Outcome Team, in responding to customer complaints, at all times having regard to the commercial interests of the client and the outcomes for customers of the client.Your Role:

• To acknowledge, investigate and respond to complaints in accordance with our internal procedures, and in line with the expectations of both the FCA and the SRA.
• Contacting customers where appropriate to discuss their complaint and to agree appropriate resolutions.
• Complete all allocated complaints within service level agreements.
• Provide feedback and suggested actions into the operational team
• Identify trends and proactively take steps to address these, with agreement from the Customer Outcome Manager.
• Complete root cause analysis of errors and identify/complete actions to address this.
• Provide support to the Customer Outcome Manager by reviewing and updating audit templates/criteria and completing other tasks/projects as they arise.
• Participate in Monthly complaint calibrations.
• Ensure work issues or problems are reported immediately to team managers.
• Liaising with colleagues and clients and ensure they are kept fully up-to-date
• Escalating issues outside of authority or competence to appropriate person, Operating from our offices in Bristol, Manchester, Glasgow and Belfast, we have specialist expertise in each UK jurisdiction. We act for banks, building societies, other secured lenders and third party services. Whatever the size of mortgage portfolio, we adapt our processes to deliver the best outcome for the lender and their customer. Our approach ensures that all customers are treated fairly, and vulnerability is identified and handled appropriately.
  
  Experience in handling complaints at a regulated law firm is preferable, however, experience in other regulated organisations will be considered.
• Excellent analytical, communications and organisational skills, with the ability to independently manage priorities and deadlines.
• Effective record keeping
• Demonstrate high levels of accuracy
• Excellent attention to detail
• Be client focussed
  
  Fast paced, fast growing and forward thinking, TLT is the law firm that helps clients stay one step ahead, and we do the same for our people.
We work with high profile clients in innovative sectors. With local, national and international reach, we have over 1,400 people in offices across the UK and a network of partner firms across Europe, India and the US. In 2022 we were named Law Firm of the Year at The British Legal Awards, recognising our incredible success story. Our purpose is to protect, prepare and progress our clients for what comes next and it's essential that we do the same for our people, our planet and our communities too. In our open and collaborative culture, we encourage everyone to be their whole self, to have a voice and to contribute.

We value our employees highly and we want you to feel valued. You'll receive a competitive salary with an annual pay review. You will also have access to an extensive range of benefits via our flexible benefits scheme including 25 days holiday (which will increase to 30 days based upon length of service) and private medical insurance. At TLT we have a progressive fully flexible working approach. We empower our people to work in a place and at a time that meets their needs, those of their clients and of the wider team and firm. Part of this agile approach is a focus on hybrid working and supporting the work/life balance of our people. We're happy to talk about how flexible working can work for you and this role.