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For Companies At a Glance
- Tasks: Handle customer complaints and provide top-notch service in a fast-paced environment.
- Company: Join a leading banking and financial services company with a remote work culture.
- Benefits: Enjoy a competitive salary, flexible working hours, and ongoing training opportunities.
- Other info: Be part of a collaborative team that values communication and personal growth.
- Why this job: Make a real difference by helping customers resolve their issues from the comfort of your home.
- Qualifications: 12 months experience in complaint handling within a regulated financial environment.
The predicted salary is between 30000 - 30000 £ per year.
Banking & Financial Services
Salary: £30,000
Work from home from day one!
Contract: Permanent, Full Time (40hrs), between the hours of 8am - 8pm, Monday to Saturday
Start Dates: Various from 1st of June onwards
About the role
We are looking for highly motivated individuals who deliver on customer promises and consistently demonstrate and maintain strong knowledge of different products, policies and procedures within work streams. Able to work flexibly across different work streams including responding to medium complex/regulated complaints. Successful candidates will be able to communicate clearly with customers and colleagues both orally and in written form, ensuring decisions can be understood by customers. They will enjoy a fast-paced environment and adapt well to change. The ideal candidate will ensure adherence to policies, training & competence scheme and risk frameworks at all times, whilst delivering excellent customer service in the resolution of complaints within SLAs and deadlines. Client values will be displayed at all times.
What you’ll be doing
- Work within current standard compliance processes, systems, and procedures, and report simple non-compliance issues.
- Prepare routine letters, memoranda and reports for approval, while following up on pending issues.
- Provide a quality service to customers by processing cases, dealing with complex queries and/or investigating and resolving customer problems, and may identify new customer retention or business opportunities.
- Produce accurate reports for others by collecting data from a variety of standard sources and inputting that data into standard formats.
- Prepare moderately complex documents by using multiple computer applications (such as Microsoft Office), while also gathering and summarising data for reports.
- Develop personal capabilities using existing formal and informal training opportunities.
- Process and respond to a broad range of questions and issues raised through any communications channels (in person, telephone, email, etc.).
- Collect and prepare standard data related to ongoing issues.
Who we’re looking for
- Minimum 12 months experience of complaint handling in a financial services regulated environment in the UK.
- Excellent telephone manner, with the ability to build rapport with the customer to ensure they feel supported, receive best in class service at every touchpoint and have a clear understanding of next steps.
- Excellent verbal and written communication.
- Organised, able to confidently manage assigned workloads whilst prioritising targets and deadlines.
- Objection handling whilst remaining professional.
Values my client is looking for
- Process Excellence – Doing things well means something to you and you will always strive to improve on your work.
- Collaboration – You enjoy working with others and you like working as a team player.
- Communication – You can speak and write clearly and in a confident manner.
- Emotional Intelligence – You possess the ability to be emotionally intelligent meaning you are able to empathise, be kind and be good with others.
- Open‑Mindedness – You are able to be open to different ways of thinking and new ideas.
- Critical Thinking – You are able to think logically when making decisions.
- Solution Orientation – Having a forward-thinking mindset focused on resolving challenges.
- Entrepreneurship – Taking ownership, not being afraid to take on new tasks, develop and have a self‑driven mindset.
Training
2 weeks then 2 weeks Grad Bay
Background Checking
- Right to Work in the UK
- Criminal Record Check
- Credit Check
- CIFAS and Sanctions checks
- Any other associated checks
Complaints Handler - Remote in England employer: CCA Recruitment Group
Contact Detail:
CCA Recruitment Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Complaints Handler - Remote in England
✨Tip Number 1
Get your networking game on! Reach out to people in the banking and financial services sector. Use LinkedIn to connect with current employees or recruiters. A friendly chat can sometimes lead to job opportunities that aren’t even advertised!
✨Tip Number 2
Practice your communication skills! Since this role is all about clear communication, try role-playing common complaint scenarios with a friend. This will help you articulate your thoughts better during interviews and show off your excellent telephone manner.
✨Tip Number 3
Showcase your problem-solving skills! Prepare examples of how you've handled complaints in the past. Be ready to discuss specific situations where you turned a negative experience into a positive one for the customer.
✨Tip Number 4
Don’t forget to apply through our website! We’ve got loads of resources to help you prepare for interviews and understand what we’re looking for. Plus, it’s the best way to ensure your application gets seen by the right people!
We think you need these skills to ace Complaints Handler - Remote in England
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Complaints Handler role. Highlight your experience in complaint handling and any relevant skills that match the job description. We want to see how you fit into our team!
Show Off Your Communication Skills: Since this role requires excellent verbal and written communication, don’t hold back! Use clear and concise language in your application. We love candidates who can express themselves well, so let your personality shine through!
Demonstrate Your Problem-Solving Skills: In your application, share examples of how you've successfully resolved complaints or complex issues in the past. We’re looking for solution-oriented individuals, so show us how you tackle challenges head-on!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way to ensure your application gets to us quickly and efficiently. Plus, it shows you’re keen on joining our team at StudySmarter!
How to prepare for a job interview at CCA Recruitment Group
✨Know Your Stuff
Make sure you brush up on your knowledge of the banking and financial services sector, especially around complaints handling. Familiarise yourself with common policies and procedures, as well as the specific products offered by the company. This will help you demonstrate your expertise and show that you're ready to hit the ground running.
✨Practice Your Communication Skills
Since this role requires excellent verbal and written communication, practice articulating your thoughts clearly. You could even role-play common complaint scenarios with a friend or family member. This will help you feel more confident in conveying information and building rapport with customers during the interview.
✨Showcase Your Emotional Intelligence
Be prepared to discuss how you've handled difficult situations in the past. Highlight your ability to empathise with customers and remain calm under pressure. Sharing specific examples will illustrate your emotional intelligence and show that you can provide top-notch service, even when things get tough.
✨Demonstrate Your Problem-Solving Skills
Think of examples where you've successfully resolved complaints or challenges in previous roles. Be ready to explain your thought process and how you arrived at a solution. This will showcase your critical thinking and solution-oriented mindset, which are key traits for a Complaints Handler.