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- Tasks: Handle customer complaints and provide fair resolutions in a regulated environment.
- Company: Join a leading financial services business with a focus on customer satisfaction.
- Benefits: Enjoy a hybrid work model, no evenings or weekends, and a supportive team.
- Why this job: Make a real difference by turning unhappy customers into satisfied ones.
- Qualifications: Experience in contact centres, strong communication skills, and empathy.
- Other info: Great opportunity for career growth in a dynamic and regulated industry.
The predicted salary is between 28800 - 43200 £ per year.
Customer Service Contact Centre – Complaints Advisor
Got a calm head and a knack for turning unhappy customers into satisfied ones? We are looking for a dedicated Complaints Advisor to join our contact centre team within a regulated financial services business. You will play a key role in handling customer complaints, ensuring fair outcomes, and meeting regulatory standards. Monday to Friday normal office hours working Hybrid. No evenings or weekends.
Key Responsibilities- Handle customer complaints via phone, email, and written correspondence
- Investigate complaints thoroughly, gathering and reviewing relevant information
- Provide clear, fair, and timely resolutions in line with FCA regulations
- Maintain accurate and detailed case records on internal systems
- Communicate outcomes clearly and empathetically to customers
- Identify root causes and escalate complex or high-risk issues where required
- Meet service level agreements (SLAs) and regulatory timescales
- Previous contact centre experience, ideally within financial services
- Strong written and verbal communication skills
- Ability to manage sensitive conversations with empathy and professionalism
- Good understanding of regulated environments and customer fairness (e.g. FCA principles)
- Excellent attention to detail and strong organisational skills
- Ability to work to deadlines and manage multiple cases
- Confident using CRM and case management systems
Customer service Complaints advisor - Hybrid employer: Cactus Search
Contact Detail:
Cactus Search Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer service Complaints advisor - Hybrid
✨Tip Number 1
Get to know the company! Research their values and mission, especially how they handle customer complaints. This will help you tailor your approach during interviews and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice your communication skills! Since you'll be dealing with unhappy customers, role-play scenarios with friends or family. This will help you stay calm and empathetic when addressing complaints, which is key for this role.
✨Tip Number 3
Prepare examples from your past experiences where you've successfully resolved complaints. Use the STAR method (Situation, Task, Action, Result) to structure your answers. This will demonstrate your problem-solving skills and ability to meet regulatory standards.
✨Tip Number 4
Don't forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who take the initiative to connect directly with us.
We think you need these skills to ace Customer service Complaints advisor - Hybrid
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Complaints Advisor role. Highlight your experience in handling customer complaints and any relevant skills that match the job description. We want to see how you can bring your unique flair to our team!
Showcase Your Communication Skills: Since this role requires strong written communication, ensure your application is clear and concise. Use professional language but let your personality shine through. We love a bit of character, so don’t be afraid to show us who you are!
Demonstrate Empathy: In your application, share examples of how you've turned unhappy customers into satisfied ones. We’re looking for someone who can handle sensitive conversations with care, so let us know how you’ve done this in the past!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it’s super easy – just follow the prompts and you’ll be on your way to joining our team!
How to prepare for a job interview at Cactus Search
✨Know Your Stuff
Familiarise yourself with the FCA regulations and principles of customer fairness. Being able to discuss these during your interview will show that you understand the importance of compliance in a regulated environment.
✨Showcase Your Empathy
Prepare examples of how you've handled sensitive conversations in the past. Highlighting your ability to turn unhappy customers into satisfied ones will demonstrate your suitability for the role.
✨Be Detail-Oriented
Since attention to detail is crucial, be ready to discuss how you maintain accurate records and manage multiple cases. Bring up specific instances where your organisational skills made a difference in resolving complaints.
✨Practice Active Listening
During the interview, practice active listening by summarising what the interviewer says before responding. This shows that you value their input and can effectively communicate, which is key in a customer service role.
