At a Glance
- Tasks: Manage and resolve customer complaints while ensuring compliance with regulations.
- Company: Award-winning financial services organisation in Glasgow City Centre.
- Benefits: Competitive salary, 30 days annual leave, hybrid working options, and career progression.
- Other info: Enjoy employee recognition awards, social events, and comprehensive training opportunities.
- Why this job: Join a dynamic team focused on delivering fair outcomes and exceptional service.
- Qualifications: Experience in complaints handling or customer service; strong communication and analytical skills.
The predicted salary is between 25000 - 27000 £ per year.
Location: Glasgow City Centre
Salary: £25,000 – £27,000 per annum
Contract: Full-Time, Permanent
Hours: 37 hours per week | No evenings or weekends
Working Pattern: Office-based with hybrid working opportunities following probation
About the Opportunity
We are recruiting on behalf of an established, multi-award-winning financial services organisation based in Glasgow City Centre. This is an excellent opportunity for a customer-focused and detail-oriented Complaints Officer to join a growing business that prides itself on delivering fair customer outcomes and exceptional service. Working closely with the Compliance Manager, you will take ownership of customer complaints, conduct thorough investigations and ensure all cases are resolved professionally, fairly and in line with regulatory requirements.
Key Responsibilities
- Manage complaints from initial receipt through to resolution, ensuring compliance with FCA regulations.
- Investigate complaints thoroughly and impartially, gathering relevant information and liaising with customers and internal teams.
- Identify root causes, trends and opportunities to improve processes and prevent recurring complaints.
- Produce clear, accurate and empathetic written responses.
- Maintain accurate complaint records and ensure client service level agreements are met.
- Support data protection requests and compliance monitoring activities.
- Stay informed of relevant regulatory requirements and business developments.
What We're Looking For
- Previous experience in complaints handling, customer service or a regulated environment.
- Excellent written and verbal communication skills, with the ability to handle sensitive situations professionally.
- Strong investigative, analytical and problem-solving abilities.
- Exceptional attention to detail and organisational skills.
- Ability to manage multiple cases and prioritise workloads effectively.
- Confident using Microsoft Office and internal systems.
Desirable:
- Experience within financial services and knowledge of FCA regulations, DISP, GDPR and the Financial Ombudsman Service.
What's on Offer?
- £25,000 – £27,000 annual salary.
- 37-hour working week with no evenings or weekends.
- 30 days' annual leave, including bank holidays, increasing with length of service.
- Potential for hybrid working following successful completion of probation, subject to performance.
- Comprehensive training and ongoing professional development.
- Opportunities for career progression and funded external training.
- Quarterly employee recognition awards with prizes of up to £500.
- Annual holiday prize draw and long-service awards.
- Option to buy or sell up to five days' annual leave.
- Employee referral scheme and company social events.
Apply Today
If you have strong customer service experience, excellent investigative skills and a passion for delivering fair outcomes, we'd love to hear from you. Apply now to take the next step in your career with a successful and growing financial services organisation.
Complaints Officer employer: BrightPath HR
BrightPath HR is an excellent employer that fosters a dynamic and innovative work culture in Livingston, Scotland. With a strong emphasis on employee growth, you will have the opportunity to collaborate closely with leadership, driving impactful marketing strategies while enjoying the autonomy to express your creativity. The company values its team members, offering a supportive environment that encourages professional development and meaningful contributions to the brand's success.
StudySmarter Expert Advice🤫
We think this is how you could land Complaints Officer
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at BrightPath HR. 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 BrightPath HR 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 Officer
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 BrightPath HR:Your cover letter is your chance to shine! Tell us why you want to work at BrightPath HR 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 BrightPath HR!
How to prepare for a job interview at BrightPath HR
✨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.
