Complaint Specialist (SQ)

Blackpool, England, United Kingdom

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Not SpecifiedCompensation

Entry Level & New Grad, Junior (1 to 2 years)Experience Level

Full TimeJob Type

UnknownVisa

Banking, Financial Services, Digital BankingIndustries

Requirements

The ideal candidate will possess exceptional written and oral communication skills, with the ability to communicate clearly, fairly, and without misleading customers and introducers. A strong customer focus, excellent attention to detail, and robust decision-making skills are essential. The ability to work effectively under pressure, meet tight deadlines, and demonstrate flexibility and adaptability in managing various tasks is also required. Good organizational and time management skills, excellent interpersonal skills, and the capacity to work independently are necessary. While prior experience with motor-related Satisfactory Quality (SQ) complaints is beneficial, it is not essential as on-the-job training will be provided.

Responsibilities

The SQ Complaints Specialist will be responsible for ensuring compliance with DPA, CCA, and FCA regulations. This includes sending required correspondence, such as summary resolutions within 3 days, acknowledgements within 5 days, and FRL or holding letters at 56 days. The role involves supporting the timely logging of all complaints and maintaining the accuracy of the iCasework system. Engaging with internal and external customers to provide high standards of customer care, interaction, dialogue, and attention to detail is crucial. The specialist will assist the Complaints Team Leader in developing sensitive, confidential, and respectful systems and processes that promote first-time right outcomes for complaints. Managing personal workload to meet expectations, taking ownership of individual performance, and contributing to business KPIs are key. Additionally, the role requires working collaboratively with the team to achieve group objectives and building positive working relationships for customer benefit, with flexibility to undertake other duties as needed.

Skills

Complaint investigation

FCA regulatory requirements

Consumer Rights Act 2015

Customer service

Communication

Tandem Bank

Digital bank offering green financial solutions

About Tandem Bank

Tandem Bank provides digital financial services with a focus on environmentally friendly solutions. It offers a variety of products including personal loans, home loans, mortgages, car finance, and savings accounts, catering to individuals in the UK. The bank's approach to lending emphasizes green initiatives, aiming to minimize the environmental impact of its customers. Tandem generates revenue through interest on loans and fees from savings products. What sets Tandem apart from other banks is its strong commitment to sustainability, demonstrated by financing significant CO2 reductions and collaborating with partners like Oplo and Allium to enhance its green offerings. The goal of Tandem Bank is to provide fair financial solutions while promoting environmental responsibility.

Blackpool, United KingdomHeadquarters

2013Year Founded

$164.3MTotal Funding

GROWTH_EQUITY_VCCompany Stage

Fintech, Social Impact, Financial ServicesIndustries

201-500Employees

Benefits

Paid Vacation

Health Insurance

401(k) Retirement Plan

401(k) Company Match

Flexible Work Hours

Hybrid Work Options

Risks

Competition from digital banks like Monzo and Starling Bank is intensifying.

Regulatory scrutiny on greenwashing claims could challenge Tandem's environmental product claims.

Rising UK interest rates may reduce demand for Tandem's lending products.

Differentiation

Tandem Bank focuses on environmentally friendly financial solutions, setting it apart from competitors.

The bank's community-driven approach involves users in product development, enhancing customer satisfaction.

Tandem's partnerships with Oplo and Allium strengthen its green lending initiatives.

Upsides

Increased demand for sustainable finance aligns with Tandem's green financial products.

Open banking in the UK enhances Tandem's ability to offer personalized services.

UK's net-zero emissions goal supports Tandem's green lending business model.

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