Complaints Handler

*Take and retain ownership of customer PPI complaints and complex queries through to satisfactory and fair completion within an agreed timeframe
*Investigate and ensure the effective resolution of complex PPI queries and complaints, adhering to the relevant security standards, internal and external procedures and legislative requirements
*Ensure customers and third parties (Claims Companies) are kept updated at all times, which will include written and verbal communications, including completing reports and decision letters to quantify your decisions
*Responsible for maintaining up-to-date client records and file data in line with agreed operational and regulatory procedures, including input of correct data onto a database client management system
*Respond to requests from the Financial Ombudsman Service (FOS) team in a timely manner
*Contribute to the overall PPI team performance quality and productivity goals whilst achieving agreed individual objectives, meeting business unit deadlines in line with FSA timelines and adhering to over mandate limits
*Act as a subject matter expert in PPI complaints investigation, providing technical expertise and guidance and assisting in the development of colleagues knowledge and skills
*Appropriately identify and escalate potential risks, issues and concerns that are uncovered in the course of investigations and ensure these are resolved in a timely manner, adhering to all agreed standards and protocols.
*Build strong relationships with key stakeholders ie other internal departments and external organisations.
* Treat Customers Fairly and make them feel valued, in line with our commitment to Helpful and Sustainable Banking, demonstrating excellent standards of customer service in all interactions

Allegis Group Limited and Aston Carter Limited operate Employment Businesses and Agencies and are companies within the Allegis Group Inc. group of companies, the fourth largest staffing company in the world, (collectively referred to as the "Allegis Group"). TEKsystems and Aerotek are divisions of Allegis Group Limited. Applicant data will be treated in accordance with the Allegis Group's Privacy Notice. By submitting personal data to any company or division within the Allegis Group, the applicant is providing explicit consent to the use of such data by the Allegis Group and to the transfer of such data to and from the Allegis Group companies within the UK, Europe and outside the European Economic Area in connection with the fulfilment of the applicant's voluntary requests, and the fulfilment of other job opportunities that match the applicant's profile, and confirms that they may be contacted about such job opportunities.