At a Glance
- 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.
- Other info: Great opportunity for career growth in a dynamic and regulated industry.
- Why this job: Make a real difference by turning unhappy customers into satisfied ones.
- Qualifications: Experience in contact centres, strong communication skills, and empathy.
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
Key Requirements
- 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
Cactus Search is an excellent employer that values its employees by offering a competitive salary and the flexibility of remote work after an initial training period in the vibrant city of Glasgow. With a strong focus on employee growth and a supportive work culture, team members are encouraged to develop their skills while delivering exceptional customer service. Join us for a rewarding career where your contributions are recognised and appreciated.
StudySmarter Expert Advice🤫
We think this is how you could land Customer service Complaints advisor - Hybrid
✨Tap into Campus Networks
If you're still in uni, don’t forget to engage with your campus's career services and attend finance-related events. Banks often do presentations and recruitment drives on campus, so put yourself out there and make use of these opportunities to show off your passion for the field.
✨Get Certified
Consider pursuing relevant certifications like the CFA or ACCA while you’re job hunting. They not only beef up your CV but also connect you with professional bodies which can lead to networking opportunities and even job openings in banking and financial services.
✨Connect on Professional Platforms
Join finance-focused groups on platforms like LinkedIn and engage in discussions. This can really help you stand out from the crowd, allowing potential employers to see your knowledge and interest in industry trends. Plus, you might stumble upon job postings shared exclusively within the group.
✨Apply Directly and Be Proactive
Don’t shy away from reaching out directly to firms like Cactus Search. Use their websites and apply through them, but also consider following up with a polite email to express your enthusiasm. Being proactive can make a huge difference in getting noticed in the competitive financial services sector.
We think you need these skills to ace Customer service Complaints advisor - Hybrid
Some tips for your application 🫡
Show Off Your Numbers!:In the banking and financial services world, quantifiable achievements are key. Make sure your CV highlights your grades in relevant subjects, any financial certifications you hold, and specific projects where you've delivered measurable results. Employers love to see how your skills translate into real-world success.
Tailor Your Cover Letter to the Role:When applying for a full-time position, your cover letter should make a direct connection between your experience and the job description. Don't just state your enthusiasm for finance—dive into how your background in banking or financial analysis sets you apart. Let your passion shine through while being specific about what you can bring to Cactus Search.
Include Relevant Financial Software Experience:If you've worked with financial modelling tools or software like Excel, SAP, or specific analytical tools during your studies or internships, bring that up! Highlighting your proficiency can really make your application pop and show you're ready to hit the ground running in a full-time role.
Research and Reflect:Before hitting that 'apply' button on Cactus Search's website, do a little digging. Look up their recent projects, values, and culture. Reflecting their ethos in your application can make a huge difference and show you’re genuinely interested in being part of the team!
How to prepare for a job interview at Cactus Search
✨Brush Up on Financial Analysis Skills
Make sure you're well-versed in financial concepts and analytical techniques relevant to banking and financial services. Get comfortable with tools like Excel for modelling or financial forecasting, as technical questions in this area are common during interviews with Cactus Search.
✨Prepare for Case Studies
Expect to tackle case studies that demonstrate your problem-solving skills in real-world banking scenarios. Familiarise yourself with the types of problems you might face—think risk assessments or investment evaluations—and be ready to articulate your thought process clearly.
✨Show Your Passion for Finance
Since this is a full-time position, employers at Cactus Search will be keen to see your genuine interest in finance. Be prepared to discuss recent industry trends or news articles that excite you, showcasing your enthusiasm and engagement with the field.
✨Network with Industry Professionals
Before your interview, reach out to current or former Cactus Search employees on platforms like LinkedIn. They'll offer unique insights into the company's culture and the interview process, which can give us a delightful edge in showcasing a good fit for the team.
