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- Tasks: Resolve customer complaints through calls, emails, and letters while ensuring professional communication.
- Company: Join a leading European service provider with 25+ years of experience in asset management.
- Benefits: Enjoy 23 days annual leave, medical cover, free food, and a smart casual dress code.
- Why this job: Make a real impact by improving customer experiences in a supportive team environment.
- Qualifications: Strong communication skills, customer-focused mindset, and willingness to study for CeMAP qualification.
- Other info: Participate in fun staff events like quizzes and enjoy perks like free fruit Wednesdays.
The predicted salary is between 25000 - 26000 £ per year.
Join a top-tier European service provider with over 25 years of experience! Operating across Ireland, the UK, the Netherlands, and Italy, this company manages a wide range of assets from start to finish. Their proactive approach and cutting-edge technology enable them to achieve the best possible outcomes for clients, reducing regulatory burden. Be part of a team trusted by leading institutions to deliver superior service outcomes.
We are looking for a dedicated Complaints Handler to join our clients Banking & Credit Management division. The successful candidate will be responsible for resolving complaints in line with our Complaint Handling Policy & Procedure documents, ensuring good customer outcomes, and maintaining professional communication with all stakeholders.
Day to Day of the role:
- Engage proactively with customers to understand and resolve complaints using calls, emails, and letters.
- Collaborate with the Operations team to oversee summary resolution complaints and ensure a smooth handover.
- Keep borrower and loan information current and accurate on internal systems.
- Conduct full investigations of complaints, address any customer harm, and liaise with third parties such as Solicitors, Lenders, and Regulators.
- Support the Complaints Team Leader/Assurance & Reporting Manager in resolving issues and making process enhancements.
- Assist with training new team members and be involved in projects and ad-hoc tasks as required.
- Undertake root cause analysis of complaints, complete reports, and identify areas for system and process improvements.
Required Skills & Qualifications:
- Cooperative team member with a supportive attitude and the ability to deliver on promises.
- Self-motivated with a commitment to personal development.
- Excellent communication skills, both written and verbal, with a pleasant telephone manner.
- Ability to adapt communication style to suit various circumstances in line with Consumer Duty.
- Organisational skills to meet deadlines and complete tasks.
- Customer-focused with the ability to identify effective solutions.
- Knowledge of mortgage loan documentation and financial services regulations (DISP).
- Willingness to study towards a full CeMAP Qualification.
Benefits:
- 23 days annual leave (rising to 25)
- Medical & dental cover available
- Qualifications & study support.
- Sports & Social Club
- Private, locked Bike Hut
- Benefits by working in building
- Café onsite with breakfast and lunch meal deals
- The Company offers a Mental health and Christmas shopping day
- Recognition Scheme
- Free fruit Wednesdays
- Free tea, coffee, herbal tea, cordial, decaf tea and coffee
- Smart Casual Dress Code
- Progression opportunities available
- Mon – Fri – 8.30am to 5.30pm
To apply for the Complaints Handler position, please submit your CV and cover letter detailing your relevant experience and why you are interested in this role.
Complaints Handler employer: Reed
Contact Detail:
Reed Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Complaints Handler
✨Tip Number 1
Familiarise yourself with the company's Complaint Handling Policy & Procedure documents. Understanding their approach will not only help you in interviews but also demonstrate your commitment to aligning with their values.
✨Tip Number 2
Brush up on your knowledge of mortgage loan documentation and financial services regulations, particularly DISP. This will show that you're serious about the role and ready to tackle the challenges that come with it.
✨Tip Number 3
Practice your communication skills, especially your telephone manner. Since you'll be engaging with customers directly, being able to convey empathy and professionalism over the phone is crucial.
✨Tip Number 4
Network with current or former employees if possible. They can provide insights into the company culture and expectations, which can give you an edge during the interview process.
We think you need these skills to ace Complaints Handler
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer service and complaint resolution. Use specific examples that demonstrate your ability to handle complaints effectively and maintain professional communication.
Craft a Compelling Cover Letter: In your cover letter, express your enthusiasm for the role and the company. Mention your understanding of their Complaint Handling Policy and how your skills align with their requirements, particularly your communication skills and customer-focused approach.
Showcase Relevant Skills: Emphasise your organisational skills and ability to meet deadlines in both your CV and cover letter. Highlight any experience you have with mortgage loan documentation or financial services regulations, as this is crucial for the role.
Proofread Your Application: Before submitting, carefully proofread your CV and cover letter for any spelling or grammatical errors. A polished application reflects your attention to detail, which is essential for a Complaints Handler.
How to prepare for a job interview at Reed
✨Understand the Company and Role
Before your interview, take some time to research the company and its values. Familiarise yourself with their Complaint Handling Policy & Procedure documents, as this will show your commitment to understanding their processes and how you can contribute.
✨Demonstrate Your Communication Skills
As a Complaints Handler, excellent communication is key. Prepare examples of how you've effectively resolved complaints in the past, showcasing your ability to adapt your communication style to different situations and audiences.
✨Showcase Your Problem-Solving Abilities
Be ready to discuss specific instances where you've identified effective solutions to customer issues. Highlight your organisational skills and how you manage deadlines while ensuring good customer outcomes.
✨Express Your Willingness to Learn
Mention your commitment to personal development, especially your willingness to study towards a full CeMAP Qualification. This shows that you're proactive about enhancing your skills and knowledge in the financial services sector.
