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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: Great career growth potential and a supportive team atmosphere.
- 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 services environment.
The predicted salary is between 30000 - 30000 £ per year.
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 London 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 London
✨Tip Number 1
Get your networking game on! Reach out to people in the industry, especially those who work at companies you're interested in. A friendly chat can open doors and give you insider info that could help you stand out.
✨Tip Number 2
Practice makes perfect! Before any interview, do a mock session with a friend or family member. Focus on common questions for complaints handlers and get comfortable with articulating your experience and skills.
✨Tip Number 3
Show off your problem-solving skills! During interviews, share specific examples of how you've handled complaints in the past. Highlight your ability to empathise and resolve issues effectively – that's what they want to hear!
✨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 Complaints Handler - Remote in London
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your application to highlight your experience in complaint handling, especially in a financial services environment. We want to see how your skills align with our values and the role requirements.
Show Off Your Communication Skills: Since clear communication is key for this role, ensure your written application reflects that. Use concise language and structure your thoughts well, so we can easily understand your points.
Highlight Your Problem-Solving Abilities: We love candidates who can think critically and find solutions. Share examples in your application where you've successfully resolved complaints or improved processes in previous roles.
Apply Through Our Website: For the best chance of success, make sure you apply directly through our website. This way, we can keep track of your application and get back to you quicker!
How to prepare for a job interview at CCA Recruitment Group
✨Know Your Stuff
Make sure you brush up on the company's products, policies, and procedures. Familiarise yourself with common complaints in the financial services sector and how they are typically resolved. This will show that you're not just interested in the role but also understand the industry.
✨Practice Your Communication Skills
Since this role requires excellent verbal and written communication, practice articulating your thoughts clearly. You could even role-play with a friend or family member to simulate the interview environment. Remember, clarity is key when explaining complex issues!
✨Showcase Your Emotional Intelligence
Be prepared to demonstrate your ability to empathise with customers. Think of examples from your past experience where you handled complaints with care and understanding. This will highlight your emotional intelligence, which is crucial for a Complaints Handler.
✨Stay Organised and Confident
During the interview, showcase your organisational skills by discussing how you manage workloads and prioritise tasks. Confidence is essential, so remember to maintain eye contact and speak clearly. This will help convey that you can handle the fast-paced environment effectively.