Complaint Assessor

  • Competitive
  • London, England, United Kingdom
  • Contract, Full time
  • Alexander Mann Solutions (Contingent)
  • 10 Dec 18

Alexander Mann Solutions are the world’s leading provider of talent acquisition and management services. We deliver award-winning solutions to over 65 outsourcing clients and consulting services to hundreds more.


Our client, a global leading player within the banking field is looking for a Complaint Assessor based in London on a 6 month contract.


•Due diligence in extraction of key information from the customer records to produce a concise report on the customer journey and key points referred to in the customer complaint

•Use of initiative to identify the further information required in order to complete a comprehensive case review

•Assessment of customer complaint against the review framework set out in the Project governance

•Analysis of financial information relevant to the case

•Produce complaints assessment workbook which exercises judgement  on the reasonableness of a complaint and makes recommendations to a committee of Senior Managers and on occasion Executives as to what is a fair and reasonable outcome.

•Document the outcome of the review and the rationale in a consistent, logical and auditable manner

•Make recommendations for financial payment where appropriate

•Assist in the production (with members of the legal team and communications team)  of complex outcome letters to customers in response to the complaint

•Exercise judgement as to what relevant evidence to include as part of the case work book

•Engage with Independent third party when requested, dealing with queries from assurance or appeals on customer complaints from original outcome

•Deal with any queries that are raised as part of any Independent Third Party Review of the outcomes

•Achieve set targets, in terms of both qualitative and quantitative standards

•Case load management of a given volume at any given time

•Work with and coach Complaints Analysts and share best practice


•Advanced ability to distil complex, analytical problems into key component parts and to make a suitable decision/recommendation based on the analysis undertaken

•Ability to rapidly assess and analyse information

•Capability to understand a series of complex situations and how these impact on each other

•Strong forensic analysis and report writing skills for complex cases

•Outstanding oral and written presentation skills

•Strong attention to detail •Ability to work efficiently to tight deadlines

•Ability to operate effectively and adapt to an environment of change

•Ability to operate independently and demonstrate flexibility

•Ability to work collaboratively and flexibly

•Proven well-developed interpersonal skills and the ability to establish relationships with other stakeholders

•Experience of lending to SME customers  and principles of lending together with knowledge of facility documentation would be highly beneficial to the role holder

•Relevant professional qualification (e.g. banking, accountancy, legal, credit)

•Audit/review skills

•Competency in data investigation and management (e.g. Excel skills: calculations involving multiple formulae; use of look up functions; pivot tables etc.)

Next steps

As the role has a fast turnaround time apply today to ensure you don’t miss out 

Alexander Mann Solutions, a Recruitment Process Outsourcing Company, may in the delivery of some of its services be deemed to operate as an Employment Agency or an Employment Business