At a Glance
- Tasks: Provide top-quality support and resolve customer complaints with empathy and professionalism.
- Company: Join a dynamic team at BNP Paribas Personal Finance, committed to making a positive impact.
- Benefits: Flexible hybrid working model, professional development, and a supportive work culture.
- Other info: We value positivity and bravery; if you meet 75% of the requirements, we want to hear from you!
- Why this job: Make a real difference in customers' lives while growing your skills in a rewarding environment.
- Qualifications: Experience in complaints handling and strong communication skills are preferred.
The predicted salary is between 30000 - 40000 £ per year.
Location: Solihull; a flexible hybrid working model which supports you as well as enabling you to work collaboratively with your colleagues
Hours: Full time, Permanent
The Role:
As a Customer Resolution Professional, you will provide personalised, top-quality support that fits each customer’s unique situation. You’ll stay aligned with key regulations like FCA, DISP, and Consumer Duty standards—always acting with care, professionalism, and attention to detail. It’s about doing right by the customer, following policy, and making every interaction count.
Key Responsibilities:
- Deliver fair, empathetic solutions and ensure timely resolution of customer issues, meeting all regulatory requirements and providing appropriate redress when needed.
- Achieve "Competent" status through regular case reviews, knowledge assessments, and ongoing professional development as part of the Customer Resolution Training & Competence Scheme.
- Proactively identify and resolve customer issues, contributing to continuous improvement in customer journeys and complaint handling processes.
- Analyse case causes to identify common complaints, offering feedback for corrective action where feasible.
- Manage customer accounts accurately across digital platforms and resolve queries confidently with expert knowledge and excellent communication skills.
- Stay updated on industry developments, collaborate with colleagues, and ensure health and safety standards are met in the workplace.
Skills & Attributes:
- Experience of working in a Complaints environment.
- Conduct Risk & Consumer Duty knowledge.
- Ability to manage difficult and complex customer conversations.
- Experience of Complaint Handling. (Desirable)
- Ability to collaborate with stakeholders & manage workload within a timely manner.
Could this be you? Making a positive impact is at the heart of everything we do – whether for our colleagues, customers, partners, or the community. We live by our values: We’re positive, we’re brave, and we own it. We believe a positive attitude and a passion for making things happen matter most. Don’t let confidence hold you back – there’s no such thing as a ‘perfect’ candidate. If you meet 75% of the requirements for this role, we want to hear from you! Whether you're considering a career change or exploring a sector jump, we welcome applicants with transferable skills.
Apply now to express your interest and discover how you can make a meaningful contribution to our dynamic team.
Your Application Journey
Our hiring process typically includes the following steps:
- Initial screening with a member of our Talent Acquisition team
- Interview preparation call with the Talent Acquisition team via Teams.
- Competency-based interview (1 hour), F2F with the Hiring team.
We aim to complete the process within 3-4 weeks, though this can vary depending on your availability. If you’re not shortlisted, we’ll still keep you informed of the outcome.
Equal Opportunities Disclaimer
BNP Paribas Personal Finance promotes equality of opportunity and is committed to ensure that no individual is discriminated against on the grounds of age, disability, gender reassignment, marriage or civil partnership status, pregnancy and maternity, race, religion or belief, sex or sexual orientation.
Data Privacy Notice – The Curve Group
The Curve Group is a Recruitment Services and Human Resources business with a mission to transform the working lives of the people and organisations we work with. We collect and process your personal data for the purpose of providing recruitment and related HR services, in line with our legitimate business interests and legal obligations. We will retain your data for two years from the last point of contact, after which it will be securely deleted unless you request otherwise. For more details about how we handle your personal data and your rights, please see our full Privacy Policy: https://www.thecurvegroup.co.uk/privacy-policy/
Complaints Handler in Birmingham employer: BNP Paribas Personal Finance
At BNP Paribas Personal Finance, we pride ourselves on being a Top Employer in the UK, offering a supportive and inclusive work environment that champions collaboration and employee wellbeing. Our flexible hybrid working model allows you to balance your professional and personal life while providing ample opportunities for growth and development within a dynamic team. Join us in Solihull, where your insights will drive meaningful change and contribute to our mission of delivering responsible financial solutions.
Contact Details:
BNP Paribas Personal Finance Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Complaints Handler in Birmingham
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at BNP Paribas Personal Finance. 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 BNP Paribas Personal Finance 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 in Birmingham
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 BNP Paribas Personal Finance:Your cover letter is your chance to shine! Tell us why you want to work at BNP Paribas Personal Finance 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 BNP Paribas Personal Finance!
How to prepare for a job interview at BNP Paribas Personal Finance
✨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.
