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- Tasks: Support complaint management and enhance customer satisfaction in a dynamic banking environment.
- Company: Join an International Bank known for its commitment to customer service and innovation.
- Benefits: Enjoy a hybrid work model with opportunities for professional growth and development.
- Why this job: Be part of a team that values customer experience and regulatory compliance, making a real impact.
- Qualifications: University degree or relevant experience; strong communication and data analysis skills required.
- Other info: This is a 12-month fixed-term contract based in London.
The predicted salary is between 36000 - 60000 £ per year.
Our client, an International Bank, is looking for a EMEA CRM Banking Complaints to join their team in London on a FTC 12 months basis.This is a hybrid position. Responsibilities include but are not limited to: * Support the Complaint Manager with frontline staff complaints training. * Monitor Complaints CRM * Support the Senior Complaint Handling Manager carrying out good outcome testing using the Quality Assurance Tool. * Deal with any complaints from the Financial Ombudsman Service * Support the Senior Complaint’s handling Manager with the implementation of Consumer Duty Framework. * Support Retail and Business Banking (SME) with the operational of the Consumer Duty MI and Dashboard * Support the business and maintain the Consumer Duty Dashboard * To support the business to ensure regulatory compliance to Consumer Duty Principles * Increase customer satisfaction. * Understand customers and their specific needs. * Provide support to customer experience reporting for working groups and seniors’ stakeholders. * Give Administrative support RMs in managing the portfolio of High NetWorth Individuals and a number of non-borrowing corporate/business banking accounts to be their point person for communications in relation to complaints and facilitating communication in line with good customer outcomes. * Support CBO/Head of Department in other administrative functions as and when delegated. Skills and Experience: * Managing a complaints function * Strong ability to critically review and sense check data. * Strong, positive interpersonal skills and excellent written and oral communication skills * University Degree or Significant Relevant experience for the role * Experience managing a Complaints CRM * Experience managing Customer Experience software. * Proficient in Microsoft Excel * Proficient in Microsoft PowerPoint
EMEA CRM Banking Complaints employer: Barbara Houghton Associates
Contact Detail:
Barbara Houghton Associates Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land EMEA CRM Banking Complaints
✨Tip Number 1
Familiarise yourself with the Consumer Duty Framework and its principles. Understanding how this framework impacts customer complaints will give you an edge in discussions during interviews.
✨Tip Number 2
Brush up on your knowledge of complaints management systems, particularly CRM tools. Being able to discuss specific software you've used or how you've improved processes can set you apart from other candidates.
✨Tip Number 3
Prepare examples of how you've successfully handled complaints in the past. Highlighting your interpersonal skills and ability to achieve good outcomes will resonate well with the hiring team.
✨Tip Number 4
Network with professionals in the banking sector, especially those involved in complaints management. Engaging with industry peers can provide insights and potentially lead to referrals for the position.
We think you need these skills to ace EMEA CRM Banking Complaints
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in managing complaints and customer service. Use specific examples that demonstrate your ability to handle complaints effectively and improve customer satisfaction.
Craft a Strong Cover Letter: In your cover letter, address the key responsibilities mentioned in the job description. Explain how your skills and experiences align with the role, particularly your experience with CRM systems and customer experience software.
Highlight Relevant Skills: Emphasise your strong interpersonal skills and communication abilities. Provide examples of how you've successfully trained staff or managed complaints in previous roles, as these are crucial for this position.
Showcase Your Analytical Skills: Since the role involves monitoring complaints data and conducting quality assurance testing, include any relevant experience you have with data analysis or using tools like Microsoft Excel. Mention specific projects where you improved processes based on data insights.
How to prepare for a job interview at Barbara Houghton Associates
✨Understand the Role
Make sure you thoroughly understand the responsibilities of the EMEA CRM Banking Complaints position. Familiarise yourself with the Consumer Duty Framework and how it applies to complaints management, as well as the importance of customer satisfaction in banking.
✨Showcase Your Experience
Prepare to discuss your previous experience managing a complaints function. Highlight specific examples where you've successfully resolved complaints or improved customer satisfaction, as this will demonstrate your capability for the role.
✨Demonstrate Communication Skills
Since strong interpersonal and communication skills are crucial for this role, practice articulating your thoughts clearly. Be ready to explain how you would handle difficult conversations with customers or stakeholders, showcasing your ability to maintain professionalism.
✨Familiarise Yourself with Tools
Brush up on your knowledge of Complaints CRM and Customer Experience software. Be prepared to discuss how you've used these tools in the past, particularly in relation to data analysis and reporting, as this will be key to supporting the Senior Complaint Handling Manager.
