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For Companies At a Glance
- Tasks: Handle customer complaints and provide top-notch support in a dynamic financial environment.
- Company: Join a growing financial services company with a focus on customer care.
- Benefits: Enjoy a competitive salary, fully remote work, and flexible hours.
- Other info: Great training opportunities and a chance to develop your skills in a supportive team.
- Why this job: Make a real difference by resolving customer issues and enhancing their experience.
- Qualifications: Must have 12 months of complaint handling experience in a UK-regulated financial setting.
The predicted salary is between 30000 - 30000 £ per year.
You have to be able to write final written complaints response letters. Following continued growth, our client is expanding within their Banking and Financial Services division. Applicants must have at least one year of prior experience managing complaints in a UK FCA-regulated financial services environment.
Key Information:
- Salary: £30,000 per year
- Location: Fully remote (home-based)
- Training: 4 weeks total
- Contract Type: Permanent, full-time (40 hours per week with full flexibility required)
- Hours: Shifts between 8am and 8pm
Role Overview
We are seeking driven individuals who take ownership of customer outcomes and maintain a strong understanding of products, internal processes, and policies across multiple work areas. The role requires flexibility to handle a range of tasks, including dealing with moderately complex and regulated complaints. Successful applicants will be confident communicators, capable of explaining decisions clearly both verbally and in writing so that customers fully understand outcomes. You should thrive in a dynamic environment and be comfortable adapting to change. Maintaining compliance with internal procedures, training frameworks, and risk guidelines is essential. You will be responsible for resolving complaints within agreed service levels while consistently delivering a high standard of customer care and demonstrating both company and client values.
Key Responsibilities
- Follow established compliance procedures, systems, and guidelines, and flag any basic compliance concerns
- Draft routine correspondence and reports, ensuring accuracy and following up on outstanding matters
- Deliver high-quality customer support by managing cases, addressing complex enquiries, and resolving issues effectively, while identifying opportunities to retain customers or support business growth
- Compile accurate information by gathering data from standard sources and inputting it into required formats
- Create moderately detailed documents using tools such as Microsoft Office, including summarising data for reporting purposes
- Enhance personal skills through available training and development opportunities
- Handle enquiries and issues across various communication channels, including phone, email, and written correspondence
- Gather and organise standard information related to ongoing cases
Essential Requirements
- At least 12 months’ experience handling complaints within a UK-regulated financial services setting
- Strong communication skills, both written and verbal, with the ability to build trust and rapport with customers
- Ability to manage workloads effectively, prioritising tasks and meeting deadlines
- Professional approach to handling objections and challenging conversations
Complaints Handler in Portsmouth employer: Cactus Search
Contact Detail:
Cactus Search Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Complaints Handler in Portsmouth
✨Tip Number 1
Network like a pro! Reach out to your connections in the financial sector and let them know you're on the hunt for a Complaints Handler role. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for those interviews by practising common questions related to complaints handling. Think about how you would explain complex decisions clearly, just like you would in your future role. We want you to shine when it comes to showcasing your communication skills!
✨Tip Number 3
Don’t forget to research the company culture and values of the places you’re applying to. This will help you tailor your responses during interviews and show that you’re a great fit for their team. Plus, it’ll give you confidence when discussing how you align with their mission.
✨Tip Number 4
Apply directly through our website! It’s the best way to ensure your application gets seen by the right people. Plus, we love seeing candidates who take the initiative to connect with us directly. Let’s get you that Complaints Handler position!
We think you need these skills to ace Complaints Handler in Portsmouth
Some tips for your application 🫡
Show Off Your Experience: Make sure to highlight your previous experience in handling complaints within a UK FCA-regulated financial services environment. We want to see how you've tackled challenges and resolved issues, so don’t hold back!
Nail the Written Communication: Since you'll be writing final complaint response letters, it's crucial to demonstrate your written communication skills. Keep it clear, concise, and professional. We love a good structure, so use headings and bullet points where necessary!
Tailor Your Application: Don’t just send a generic application! Tailor your CV and cover letter to reflect the specific requirements of the Complaints Handler role. We appreciate when candidates take the time to align their skills with what we’re looking for.
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 and straightforward!
How to prepare for a job interview at Cactus Search
✨Know Your Stuff
Make sure you brush up on your knowledge of the financial services sector, especially around complaints handling. Familiarise yourself with FCA regulations and any relevant compliance procedures. This will show that you’re not just a candidate, but someone who understands the industry.
✨Practice Your Communication Skills
Since the role requires strong written and verbal communication, practice explaining complex ideas in simple terms. You might even want to draft a few sample complaint response letters to showcase your writing skills during the interview. Clear communication is key!
✨Showcase Your Flexibility
Be prepared to discuss how you’ve adapted to changes in previous roles. The company values flexibility, so share examples of how you’ve successfully managed varying workloads or shifted priorities. This will demonstrate that you can thrive in a dynamic environment.
✨Prepare for Scenario Questions
Expect to be asked about specific scenarios related to complaints handling. Think of examples from your past experience where you resolved issues effectively. Use the STAR method (Situation, Task, Action, Result) to structure your answers and highlight your problem-solving skills.