Regulatory Complaints Advisor

We have a great opportunity for a Regulatory Complaints Advisor to take responsibility for escalated customer enquiries and complaints in relation to regulated financial products. To analyse and investigate each complaint, taking appropriate action to reach a resolution in the interest of the business and the customer. To liaise with all stakeholders to deal compliantly and effectively with complaints, adhering to FCA regulation, policies & procedures at all times.,

• Effectively manage complaints regarding regulated products within FGH compliance guidelines and ensure response to within prescribed regulatory timescales
• Ensure that complaints are dealt with in the most appropriate way, are properly investigated and dealt with effectively to reach an appropriate outcome
• To liaise with service providers by telephone and in writing in order to provide a high quality of service for our customers
• Responsible for own caseload and achievement of regulatory deadlines
• Record complaints accurately and completing administrative duties relevant to the role
• Proactively identifying solutions through root cause and providing feedback where applicable to prevent potential ongoing issues
• Review complaints for learning and service improvement
• Ability to identify and support Vulnerable Customers in line with FGH's policies and procedures to ensure they receive a good outcome
• To represent the company in a professional manner at all times
• To achieve and maintain competent status under FGH training and competence regime via regular training sessions and assessments
• To be committed to good outcomes for customers at all times and demonstrate a reasonable and proportionate approach to complaints management
• Ensure compliance with all applicable UK and local regulations, Company Policies and FCA Conduct Rules
• Demonstrate behaviours in line with our Company values
• To take reasonable care for the health and safety of yourself and other persons who may be affected by acts and omissions at work
  
  Basic user of Word, Excel, able to set up tables, spreadsheets, graphs etc (S)
• Basic commercial understanding of business and retailing. (K)
• Previous role held dealing with FCA Regulated Complaints Good understanding and knowledge
• of FCA regulatory requirements. (Including DISP and FOS)
• Experience in dealing with customer complaints
• Excellent Customer Service
• Professional telephone manner
• Excellent verbal, written and interpersonal skills
• Able to investigate, analyse and interpret customer information and act according to business rules
• Excellent organisational skills
• Excellent PC skills including Microsoft Word and Excel, Financier & Charter
• Experience of working with other stakeholders, suppliers and 3^rd parties
• Understand and maintain knowledge of system applications required for role;
• Good understanding of the principles of TCF
• Understand the impact of debt and vulnerability
• Excellent letter-writing skills
• Educated to GCSE level or equivalent in Maths and English (A-C)
• Worked in a group or team to deliver a project.
• Maths and English grade C or above, or equivalent.
• Ability to work under pressure to tight deadlines with high levels of accuracy
• Flexible and positive attitude and approach to work
• Intermediate to Advanced Excel user. Basic competence in use of a database package such as Access or more advanced. (S)
• Good understanding of retailing, markets, customer groups. (K)
  
  Freemans Grattan Holdings (FGH) is based in West Yorkshire and is part of the OTTO Group - one of the world's largest online retailers.
Home to familiar brands such as Freemans, Grattan and Kaleidoscope, we have over 100 years of experience. We're on a mission to help our customers live their best lives through a choice of quality basics, the brands they love and credible exclusive product supported by easy and rewarding ways to pay. We offer excellent service and delivery seven days a week, with so much going for us - why not be part of the story. We have over 600 UK employees working for us in various functions, including Marketing and Creative, Customer Experience, Warehousing and Logistics, Financial Services, Transformation, Buying and Merchandising, IT and Support Services. Our values of Resilience, Empathy, Ambition, Commitment, and Honesty underpin our vibrant and dynamic culture. We're heading for some exciting and challenging places, so why not join us and be part of our vision to create a modern, digital retailer with powerful customer brands, exciting product and compelling financial services.

Our staff enjoy competitive benefits including staff discount, generous annual leave, healthcare cash plan together with a vibrant, colourful, creative and flexible working atmosphere. With our competitive benefits, and supportive teams our staff enjoy helping us on our mission and benefit greatly from the challenges that come with working for a successful retailer.