Case Handler Financial Complaints · Head Office

Case Handler – Regulatory Complaints Salary £21,000 – £25,000 - plus achievable performance-based bonus from £525 – £1,250 per monthDo you want to join one of the fastest growing law firms in the UK, with a vibrant office in Liverpool City Centre overlooking Liverpool’s liver birds and waterfront, where there is a culture of genuine care and dedication for our clients and colleagues.CEL Solicitors, having secured multimillion funding, is on a huge growth trajectory with a plan to be the UK’s number one consumer law firm that is renowned, nationally, for legal services and financial complaints.At CEL, we blend the professionalism of a corporate firm with the warmth of a family businessWe offer an unparalleled opportunity to join our unique business. We are different, but in a good way! Fancy a game of pool or darts during your lunch break? On Fridays, we wrap up at 3:30pm and head to our bar for a drink of your choice before joining in the excitement at our amphitheatre, where we host guest speakers or occasional talent shows! Plus, hitting our targets might just earn you a holiday getaway! Explore our vibrant offices and the exciting activities we enjoy here.Compensation & Benefits:Gratitude is one of our core values. To show appreciation for our team, we offer: Benefits:Private Health Care Enhanced Sickness Entitlement Enhanced Maternity / Paternity Leave Death in Service from day one of employmentBike 2 Work Company Bar Paid Exam Leave Paid Company Parties Birthday Day Off 25 Days Annual Leave + Bank Holidays ️Christmas Closure (on top of your annual leave allowance) Early Finish Fridays Work from Home days Now, let’s get into the role! Case Handler at CEL Position Overview:To obtain the successful recovery of compensation for our clients who have fallen victim to APP fraud or who have another valid regulatory complaint, meeting all relevant individual KPIs whilst ensuring effective personal leadership.The Case Handler plays a pivotal role within CEL by embodying and advancing our core values.About you: Previous experience gained within a high-volume service delivery environment for e.g. Contact Centre is preferred and ideally experience gained within the Financial Services or Legal Sectors, however we will consider candidates from other sectors/who can meet the criteria below: Ability
to work to tight deadlines and service level agreements
Ability
to analyse and resolve complex complaints via telephony and email
Client
centric who can put themselves in the client’s shoes, ensuring the
propriate resolution is delivered
Passionate
for delivering outstanding levels of client satisfaction
Ability
to achieve targets including telephony targets and complaints closure
Strong
verbal and written communication abilities Objection
handling skills and confident in delivering difficult outcomes with ease
Exceptional
written and verbal communication skills
Capacity
to process information and tasks with precision and speed Proficient
in explaining, recommending, and persuading effectively Competence
in utilising Customer Relationship Management systems
Key Accountabilities Responsibilities:
Manage client caseloads across telephony and email in line with the claim
management process Conduct a full root cause analysis review, with clients to obtain
sufficient evidence to support the claim management process
Investigate potentially fraudulent companies and individuals,
including scammers Evaluate and assess whether any industry codes or protocols have
been violated in connection with fraudulent activities Investigate vulnerabilities in financial systems and assess their
impact on victims of scams Produce a letter of claim on behalf of clients and liaising with
Financial teams
Evaluate and assess whether any industry codes or protocols have
been violated in connection with fraudulent activities Achieve team and individual targets including productivity and
quality
Handle complaints filed with the Financial Ombudsman Adhere to service level agreements both internal and external
Deliver outstanding levels of client satisfaction
To all Recruitment Agencies:At CEL Solicitors, agency resumes are strictly prohibited. Do not submit agency resumes or forward them to our job advertisements or CEL Solicitors employees. Be aware that CEL Solicitors will not assume any responsibility for fees incurred due to unsolicited resumes.To ensure a fair and efficient application process, all candidates are kindly requested to submit their applications directly through the advertised platform. We kindly ask that you refrain from reaching out to the company or its employees via email, LinkedIn, or any other communication channels for inquiries or updates. Please note that any attempts to contact us through these channels will not receive a response. Thank you for your understanding and cooperation.
#J-18808-Ljbffr