At a Glance
- Tasks: Own and resolve client complaints, ensuring clear communication and fair outcomes.
- Company: Join a global FTSE100 company with a trusted reputation in financial services.
- Benefits: Competitive salary, bonus, flexible benefits, and a hybrid work model.
- Other info: Be part of a brand-new team with opportunities for growth and development.
- Why this job: Make a real difference by helping clients navigate their concerns professionally.
- Qualifications: Experience in complaints handling within Financial Services and strong communication skills.
Salary: c.£40,000 - £50,000 + c.7.5% bonus + 12% flexible benefits package
Office/WFH: Office based 3 days & WFH 2 days
Requirements: Complaints experience within Financial Services/Banking, working knowledge of FCA DISP & FOS processes, inc. SRC & Final Response Letters
Role Snapshot: A brand new team for whom you will own & resolve complaints through to Final Response Letter. This is across their global client base, taking in several companies.
The Company/Team: This global, FTSE100 business operate several trusted brands with the group serving just under 1.5 million customers worldwide, providing stock/investment trading via its platforms. The roles are open as this is a brand-new team being put together.
The Role: The Complaints Handler will investigate, communicate clearly and resolve cases either through the Summary Resolution Communication (SRC) process or by issuing a full Final Response Letter (FRL) within DISP timeframes. A hands-on role that requires precision, ownership and the ability to handle sensitive cases with professionalism. In addition to the above, other key responsibilities include:
- Investigate complaints across trading, platform, payments, onboarding & servicing journeys
- Assess complaint validity and determine fair outcomes in line with FCA DISP, SRC eligibility and final response standards
- Handle complaints from clients across our clients' international markets, applying local requirements where relevant
- Communicate clearly with clients across phone, email and digital channels
- Escalate high-risk, vulnerable client or complex regulatory cases to the Senior Specialists
- Identify recurring themes and contribute to root cause analysis
- Work closely with Compliance, Operations, Product & Technology to resolve issues efficiently
Experience/Skills Required: For the Complaints Handler role, our client requires people who have solid complaints experience within Financial Services, FinTech or Banking with working knowledge of FCA DISP & FOS processes, including SRC and final response requirements. Other considerations for our client are finding people with strong written & verbal communication skills, sharp investigative skills and the ability to manage difficult or sensitive client conversations.
Additional Information: The salary for the Complaints Handler role is c.£40,000 - £50,000 with an average bonus of c.7.5% and a 12% flexible benefits package.
Complaints Handler employer: Arc
Arc is an exceptional employer, offering a dynamic and supportive environment for aspiring IT professionals in Basildon. As a Workshop Apprentice, you'll benefit from hands-on experience, comprehensive training, and mentorship from seasoned engineers, all while being part of a collaborative team that values diversity and inclusion. With opportunities for career progression and a commitment to employee development, Arc is dedicated to helping you build a successful future in the IT industry.
StudySmarter Expert Advice🤫
We think this is how you could land Complaints Handler
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Arc. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Arc before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Complaints Handler
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Arc:Your cover letter is your chance to shine! Tell us why you want to work at Arc specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Arc!
How to prepare for a job interview at Arc
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
