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For Companies At a Glance
- Tasks: Investigate and resolve customer complaints while providing top-notch service.
- Company: Join a leading Financial Services organization committed to compliance and customer satisfaction.
- Benefits: Enjoy a supportive work environment with opportunities for growth and development.
- Why this job: Make a real impact by helping customers and enhancing their experience.
- Qualifications: 1+ years in complaint handling, excellent communication skills, and a customer-focused mindset required.
- Other info: Ideal for those passionate about delivering exceptional service in a dynamic setting.
The predicted salary is between 28800 - 43200 £ per year.
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)
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Manage, investigate and progress multiple complaints through to resolution.
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Acknowledge and resolve complaints within set timeframes, as defined by the company and FCA, both via telephone and in writing
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Proactive prioritization and management of own allocated workload.
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Investigate root cause of complaint and gather information from relevant teams or stakeholders
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A confident communicator who can maintain an empathetic approach whilst adhering to company policy and procedures
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Regular communication with our customers, both in writing and by telephone, to gather information, address issues, concerns and objections and notify of complaint outcome
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Demonstrate knowledge and awareness of compliance requirements and take responsibility for adherence to regulatory and compliance controls and quality assurance
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Provide feedback, where appropriate, in line with continuous improvement culture
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Ensure compliance with legal and industry regulations, organizational policies and professional codes of conduct
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Maintain and develop own technical knowledge and expertise.
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Minimum 1 years’ experience of complaint handling within Financial Services organization
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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
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Can demonstrate the ability to construct clear and concise written communications, using correct spelling and grammar
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Is able to demonstrate experience in complex, regulated customer service environment.
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Can confidently manage assigned workloads
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Able to prioritise workloads to meet targets and timelines
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Objection handling whilst remaining professional, * Passionate about delivering excellent customer service
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Attention to detail
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Is able to demonstrate excellent communication skills both verbally and in writing
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Comprehensive technical/computer skills
Competencies and Specific Skills
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Customer focused
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Excellent communication and influencing skills
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Advanced relationship building and stakeholder management skills
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Advanced levels of resilience and focus
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Self-motivated and can motivate others, with can-do attitude
Complaints Handler employer: Appcastenterprise
Contact Detail:
Appcastenterprise 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 and regulations. Understanding these standards will not only help you in your role but also demonstrate your commitment to compliance during the interview process.
✨Tip Number 2
Practice your communication skills, especially in handling objections. Role-playing scenarios with a friend or mentor can help you build confidence in maintaining an empathetic approach while adhering to company policies.
✨Tip Number 3
Showcase your ability to manage multiple complaints by preparing examples from your past experience. Be ready to discuss how you prioritized workloads and resolved issues effectively within set timeframes.
✨Tip Number 4
Highlight your attention to detail by discussing specific instances where you identified root causes of complaints. This will illustrate your analytical skills and your commitment to continuous improvement in customer service.
We think you need these skills to ace Complaints Handler
Some tips for your application 🫡
Understand the Role: Before applying, make sure you fully understand the responsibilities of a Complaints Handler. Familiarize yourself with the key skills required, such as excellent communication and complaint management.
Tailor Your CV: Highlight your relevant experience in complaint handling, especially within financial services. Use specific examples that demonstrate your ability to manage complaints effectively and provide excellent customer service.
Craft a Strong Cover Letter: In your cover letter, emphasize your passion for delivering excellent customer service and your ability to communicate clearly and concisely. Mention your experience in managing workloads and resolving complaints in a timely manner.
Proofread Your Application: Ensure that your application is free from spelling and grammatical errors. Clear and professional written communication is crucial for this role, so take the time to review your documents before submission.
How to prepare for a job interview at Appcastenterprise
✨Showcase Your Communication Skills
Since excellent communication is key for a Complaints Handler, be prepared to demonstrate your verbal and written skills. Practice articulating your thoughts clearly and concisely, and consider sharing examples of how you've effectively communicated with customers in the past.
✨Prepare for Scenario-Based Questions
Expect questions that assess your ability to handle complaints. Prepare by thinking of specific situations where you successfully resolved a complaint, focusing on your investigation process, communication with the customer, and the outcome.
✨Understand Compliance and Regulatory Standards
Familiarize yourself with the Financial Conduct Authority (FCA) processes and standards relevant to complaint handling. Being able to discuss these regulations will show your commitment to compliance and your understanding of the industry.
✨Demonstrate Empathy and Customer Focus
During the interview, convey your passion for delivering excellent customer service. Share examples of how you've maintained an empathetic approach while adhering to company policies, and emphasize your ability to build rapport with customers.
