Suits Me
City, Manchester
Feb 17, 2025
Full time
Complaints Handler Reporting to Our Legal and Commercial Director, you will be required to work closely with the Customer Care Team Shift Managers and our Service Provider Business Partner to ensure that Suits Me Ltd is meeting the requirements set by the Financial Conduct Authority. This is a full time, office based position. The Complaints Officer will play a vital role within the organisation, providing a key point of contact for complainants and representatives. The post holder will develop good working relationships with complainants, providing them with clear support and guidance as needed, and facilitate handling of their complaint to ensure that, using information provided by our Customer Care Team and/or our Payment Services Business Partner following investigation, their questions and concerns are adequately addressed. To investigate, recommend action, and respond to complaints, ensuring the highest possible standard of service is provided to customers. As an extension of the Compliance Team, the post holder will continually feedback to Our Legal and Commercial Director and our Client Services Director to help review systems in place and improve the efficiency of our service and the learning from complaints. Through analysis of Root Cause associated with Complaints, under the guidance of the Legal and Commercial Director, the post holder will identify potential/actual risks associated with complaints and liaise with Customer Care Shift Managers and Compliance/Safeguarding Managers to reduce risk and improve service delivery. The post is suitable for someone with a keen eye for detail and is passionate about treating customers fairly. Experience in complaints handling, letter writing and/or experience of working in a problem-solving customer service role, will be able to communicate effectively with people at all levels of the organisation, including working with Senior Management and with complainants who may be vulnerable, distressed or frustrated. The post holder will: • Ensure accurate recording, tracking, monitoring, reporting and analysis of all complaints made to the Customer Care Team in line with GDPR requirements. Reporting to the Compliance function who will act as 2nd line of defence and responsible for the monitoring of Complaints Handling for the business. • Ensure that they investigate complaints thoroughly, communicating respectfully and empathetically with complainants within regulatory timescales. • Contribute to the development and implementation of corporate policies to improve customer satisfaction and complaints handling. • Flag any system changes that may be required to improve service delivery. Description of Duties To register, formally acknowledge, investigate and respond to complaints on behalf of the Suits Me Ltd Customer Care Department in line with GDPR and FCA guidelines and Suits Me Ltd Customer Complaints Policy and Procedures. Thoroughly investigate complaints including reviewing and assessing system notes, documents, telephone call recordings, email/letter contact with complainants and/or representatives. Liaison with our Payment Services Provider as necessary via appropriate Compliance Dept channels. Will use initiative and discretion in their day to day working mindful of our Vulnerable Customer Policy and procedures as they may deal with sensitive or contentious issues and be speaking with complainants who may be angry or upset. Maintain the Complaints Register to a high standard, capture and provide accurate Management Information on complaints and root cause analysis within required timescales. Responsible for keeping up to date with changes to procedures and processes. Will contribute to our environment of continuous improvement by assisting with the coaching and training of our Customer Care Advisors and Safeguarding Advisors as required (complaints focused). About Suits Me Suits Me is an award-winning, ethical, and cutting edge fintech business based in a rural setting near Knutsford, Cheshire. We are a UK award-winning alternative banking solution with financial inclusion and equality of opportunities sitting at the heart of Suits Me. We are currently within an exciting period of growth. Since 2015, we have onboarded over 125,000 customers with 2020 seeing a 229% growth in account holders. Suits Me operates within both B2B and B2C sectors in the UK and currently working towards European & global expansion. (B2C) For our account holders, we offer an alternative to traditional banking accounts with a contactless Master Card debit card, a full range of banking features and cashback rewards for consumers and for our business partners, a safe and secure portal in order to create new accounts for their unbanked workers quickly and easily. (B2B) Suits Me offers a payment solution providing the UKs only specialised client portal allowing recruiters, employers and credit unions to open accounts for their employees, candidates and members within minutes! Providing a safe and secure streamlined solution for business payroll, enabling companies to no longer pay in cash, cheque or into family and friends accounts. Instead, paying using a compliant method, straight into a personal account while helping to safeguard payees and aid in combatting and eliminating modern slavery.
