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- Tasks: Assist in managing client complaints and support training for frontline staff.
- Company: Join an International Bank known for its commitment to customer satisfaction.
- Benefits: Enjoy a hybrid work model and gain valuable experience in the banking sector.
- Why this job: Make a real impact on customer experiences while developing your skills in a dynamic environment.
- Qualifications: A university degree or relevant experience, plus strong communication and data management skills.
- Other info: This is a 12-month fixed-term contract with opportunities for growth.
The predicted salary is between 36000 - 60000 £ per year.
Our client, an International Bank, is looking for Wholesale Banking Client Complaints candidate 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
Wholesale Banking Client Complaints employer: Barbara Houghton Associates
Contact Detail:
Barbara Houghton Associates Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Wholesale Banking Client Complaints
✨Tip Number 1
Familiarise yourself with the Consumer Duty Framework and its principles. Understanding how this framework impacts customer complaints will not only help you in interviews but also demonstrate your commitment to regulatory compliance.
✨Tip Number 2
Brush up on your skills with Complaints CRM and Customer Experience software. Being able to discuss your experience with these tools confidently can set you apart from other candidates.
✨Tip Number 3
Prepare examples of how you've successfully managed complaints in the past. Highlighting specific instances where you've improved customer satisfaction or resolved complex issues will showcase your problem-solving abilities.
✨Tip Number 4
Network with professionals in the banking sector, especially those involved in complaints management. Engaging with industry peers can provide insights into the role and may even lead to referrals.
We think you need these skills to ace Wholesale Banking Client Complaints
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in managing complaints and customer service. Emphasise any specific roles where you dealt with complaints or customer satisfaction, especially in a banking context.
Craft a Strong Cover Letter: In your cover letter, address how your skills align with the responsibilities listed in the job description. Mention your experience with complaints management and your ability to enhance customer satisfaction.
Highlight Relevant Skills: Clearly outline your proficiency in Microsoft Excel and PowerPoint, as well as your experience with Complaints CRM and Customer Experience software. Use specific examples to demonstrate these skills.
Showcase Interpersonal Skills: Since strong interpersonal skills are crucial for this role, provide examples of how you've successfully communicated with clients or colleagues in previous positions. This could include resolving conflicts or improving customer experiences.
How to prepare for a job interview at Barbara Houghton Associates
✨Understand the Role
Make sure you thoroughly understand the responsibilities of the Wholesale Banking Client Complaints position. Familiarise yourself with the Consumer Duty Framework and how it impacts customer complaints. This will show your potential employer that you're genuinely interested in the role.
✨Demonstrate Your Communication Skills
Since strong interpersonal skills are crucial for this role, prepare examples of how you've effectively communicated with clients or colleagues in the past. Be ready to discuss how you handle difficult conversations, especially in a complaints context.
✨Showcase Your Analytical Abilities
The role requires critical review of data and managing a Complaints CRM. Prepare to discuss your experience with data analysis and any relevant software you've used. Highlight specific instances where your analytical skills led to improved outcomes.
✨Prepare for Scenario Questions
Expect scenario-based questions that assess your problem-solving abilities in handling complaints. Think about past experiences where you resolved issues effectively and be ready to explain your thought process during those situations.
