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For Companies At a Glance
- Tasks: Investigate and resolve customer complaints with top-notch communication skills.
- Company: Join a leading financial services company focused on customer satisfaction.
- Benefits: Enjoy a hybrid work model and competitive salary of £27,000.
- Why this job: Make a real impact by helping customers while developing your skills in a supportive environment.
- Qualifications: No specific experience required; just a passion for customer service and strong communication skills.
- Other info: Full training provided to help you excel in this role.
The predicted salary is between 22000 - 30000 £ per year.
Job Description
Job Title:
Financial Services Complaints Handler
Department:
Customer Resolutions
Management Responsibility for:
N/A
Travel Required
: No
Reports to
: Customer Resolutions Manager
Location:
Glasgow UK – (Hybrid)
Contract Type:
Full time/40 hours per week currently Mon – Fri
Salary:
£27,00.00
Job Summary / Overview
Main responsibilities include thorough investigation of end to end complaints. Management and resolution of customer complaints, to ensure the appropriate customer outcome is reached in line with company and the Financial Conduct Authority processes and standards.
To provide best in class customer service through excellent communication skills, both verbally and in writing.
Key Responsibilities and Accountabilities(may perform other duties as requested not specifically addressed in this document)
-
Manage, investigate and progress multiple complaints through to resolution.
-
Acknowledge and resolve complaints within set timeframes, as defined by the company and FCA, both via telephone and in writing
-
Proactive prioritisation and management of own allocated workload.
-
Investigate root cause of complaint and gather information from relevant teams or stakeholders
-
A confident communicator who can maintain an empathetic approach whilst adhering to company policy and procedures
-
Regular communication with our customers, both in writing and by telephone, to gather information, address issues, concerns and objections and notify of complaint outcome
-
Demonstrate knowledge and awareness of compliance requirements and take responsibility for adherence to regulatory and compliance controls and quality assurance
-
Provide feedback, where appropriate, in line with continuous improvement culture
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Ensure compliance with legal and industry regulations, organisational policies and professional codes of conduct
-
Maintain and develop own technical knowledge and expertise.
Main Job Requirements
- Minimum 6 months experience of complaint handling, financial background would be advantageous, but not essential, full training would be provided.
- Excellent telephone manner, with the ability to build rapport with the customer to ensure they feel supported, receive best in class service at every touchpoint and have a clear understanding of next steps
- Can demonstrate the ability to construct clear and concise written communications, using correct spelling and grammar
- Is able to demonstrate experience in complex, regulated customer service environment.
- Can confidently manage assigned workloads
- Able to prioritise workloads to meet targets and timelines
- Objection handling whilst remaining professional
Required Skills
- Passionate about delivering excellent customer service
- Attention to detail
- Is able to demonstrate excellent communication skills both verbally and in writing
- Comprehensive technical/computer skills
Competencies and Specific Skills
- Customer focused
- Excellent communication and influencing skills
- Advanced relationship building and stakeholder management skills
- Advanced levels of resilience and focus
- Self-motivated and can motivate others, with can-do attitude
Complaints Handler employer: Teleperformance Ltd
Contact Detail:
Teleperformance Ltd Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Complaints Handler
✨Tip Number 1
Familiarize yourself with the Financial Conduct Authority (FCA) guidelines. Understanding these regulations will not only help you in your role but also show us that you're serious about compliance and customer service.
✨Tip Number 2
Practice your communication skills, especially over the phone. Since this role requires excellent telephone manners, consider role-playing scenarios with a friend to build your confidence in handling complaints.
✨Tip Number 3
Showcase your ability to manage multiple tasks effectively. Think of examples from your past experiences where you successfully prioritized workloads and met deadlines, as this is crucial for the Complaints Handler position.
✨Tip Number 4
Demonstrate your empathy and customer focus during any interactions. We value candidates who can connect with customers on a personal level while maintaining professionalism, so be ready to share relevant experiences.
We think you need these skills to ace Complaints Handler
Some tips for your application 🫡
Understand the Role: Take the time to thoroughly read the job description for the Complaints Handler position. Understand the key responsibilities and required skills, as this will help you tailor your application to highlight relevant experiences.
Highlight Relevant Experience: In your CV and cover letter, emphasize any previous experience in complaint handling or customer service, especially in regulated environments. Use specific examples to demonstrate your ability to manage complaints effectively.
Showcase Communication Skills: Since excellent communication is crucial for this role, ensure that your written application reflects your ability to construct clear and concise messages. Pay attention to spelling and grammar, as this will showcase your attention to detail.
Tailor Your Cover Letter: Write a personalized cover letter that addresses the specific requirements of the job. Mention your passion for delivering excellent customer service and how your skills align with the company's values and standards.
How to prepare for a job interview at Teleperformance Ltd
✨Showcase Your Communication Skills
As a Complaints Handler, excellent communication is key. Be prepared to demonstrate your verbal and written communication skills during the interview. Practice articulating your thoughts clearly and concisely, as this will reflect your ability to handle customer complaints effectively.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving abilities and how you handle difficult situations. Prepare examples from your past experiences where you successfully resolved complaints or managed challenging customer interactions. This will showcase your experience in a regulated customer service environment.
✨Understand Compliance and Regulatory Standards
Familiarize yourself with the Financial Conduct Authority (FCA) processes and standards relevant to complaint handling. Being knowledgeable about compliance requirements will demonstrate your commitment to adhering to industry regulations and organizational policies.
✨Emphasize Your Customer-Centric Approach
Highlight your passion for delivering excellent customer service. Share specific examples of how you've gone above and beyond to support customers in previous roles. This will show that you are not only capable of managing complaints but also genuinely care about customer satisfaction.
