The Role: The Customer Complaints Advisor will play a key role in the delivery of Service Excellence to our customers. This will be achieved through managing customer complaints through to a fair outcome, which may involve complex solutions through liaising with several parties. The successful candidate will be skilled in handling complex customer enquiries, including escalated customer complaints in line with FCA guidelines. Job Outline and Challenges: 1. Manage workload through a number of channels such as telephone, online and written correspondence ensuring the investigation and resolution of customer complaints (common and complex) meet the expectations of the business, customer and third party requirements. 2. Ensure that each interaction with our customers exceeds their expectations and delivers Service Excellence to achieve and protect brand reputation and maximise retention of the customer base. 3. Deliver against customer centric performance measures with the support of the Area Customer Relations Manager and colleagues. 4. Take responsibility for each customer and be accountable for their end-to-end journey through the complaint handling process. 5. Communicate with customers effectively via phone, letter and email. Essential Skills / Qualifications: Demonstrates the company purpose and values Demonstrates a sound knowledge and understanding of compliance within FCA regulations Demonstrate positivity and enthusiasm about new and/or challenging tasks, and remains composed and professional when dealing with challenging customers Good knowledge of business processes and systems (Siebel, Banner, WMIS & AW) Ability to communicate with customers via different mediums including written communication Ability to manage workload independently, whilst being supported by the Area Customer Relations Manager.