At a Glance
- Tasks: Manage and resolve customer complaints while ensuring excellent service.
- Company: Join a dynamic team focused on improving customer experiences.
- Benefits: Competitive salary, flexible hours, and opportunities for growth.
- Other info: Fast-paced environment with a focus on teamwork and continuous improvement.
- Why this job: Make a real difference in customer satisfaction and enhance your problem-solving skills.
- Qualifications: Experience in complaint handling and strong communication skills required.
The predicted salary is between 24300 - 29700 £ per year.
Complaints Handler
Our Client has an exciting for a Complaints Handler to join the Complaints team.
Reporting to the Complaints Resolution Team Leader, the successful candidate will play a key role in managing and resolving customer complaints throughout the lifecycle.
The role is ideally suited to someone who takes pride in delivering excellent customer service, enjoys problem-solving and is confident managing a varied caseload in a fast-paced environment.
The Complaints Resolution Handler will take ownership of complaints from initial investigation through to resolution, ensuring that each case is handled professionally, fairly and in line with regulatory and internal requirements.
Providing customers with clear and regular updates will be an important part of the role, with a strong focus on achieving the best possible outcome and improving the overall customer experience.
Key Responsibilities
- Manage an allocated caseload of customer complaints from initial investigation through to resolution.
- Ensure complaints are logged, investigated and resolved in accordance with regulatory requirements and internal procedures.
- Provide a professional, efficient and customer-focused service across every interaction.
- Communicate clearly and regularly with customers throughout the complaints journey.
- Apply a logical and analytical approach to investigate issues and identify appropriate resolutions.
- Work closely with internal teams and colleagues to gather information and support complaint investigations.
- Liaise directly with the Financial Ombudsman Service (FOS) where complaints are escalated.
- Work within delegated authority limits and maintain high standards of compliance.
- Contribute to a positive culture of continuous improvement, with a focus on enhancing the customer experience.
- About the Ideal Candidate
The successful candidate will have previous experience in complaint handling and resolution within financial services, together with a strong understanding of customer service and regulatory requirements.
They will be an excellent communicator, comfortable dealing with customers both verbally and in writing, and possess strong written English, negotiation and interpersonal skills.
The role requires someone who is highly organised, detail-focused and comfortable managing multiple priorities.
A positive and adaptable approach, strong numerical and analytical skills, and the ability to work effectively as part of a team are essential.
- Key Skills & Attributes
- Previous financial services complaints handling experience.
- Strong customer service and communication skills.
- Excellent written and verbal communication.
- Strong problem-solving and analytical abilities.
- Excellent attention to detail.
- Ability to manage a busy and varied caseload.
- Flexible and adaptable approach.
- Positive mindset with a commitment to continuous improvement.
- Open, transparent and professional communication style.
- Strong team-working skills.
- Working Hours
The role is 35 hours per week, working on a 5 over 7-day shift basis.
This is a great opportunity for an experienced complaints professional to join a customer-focused team where they can make a genuine difference to customer outcomes and contribute to continuous improvement within the business.
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Complaints Handler in Glasgow employer: Change Recruitment
Join a dynamic consultancy firm that values its employees and fosters a supportive work culture. With competitive salaries, performance bonuses, and a robust pension scheme, this role offers not just a job but a pathway to long-term career development in an international setting. If you are organised and personable, this is the perfect opportunity to thrive in a professional environment while making a meaningful impact as the first point of contact for clients.
StudySmarter Expert Advice🤫
We think this is how you could land Complaints Handler in Glasgow
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Change Recruitment. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Change Recruitment before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Complaints Handler in Glasgow
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Change Recruitment:Your cover letter is your chance to shine! Tell us why you want to work at Change Recruitment specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Change Recruitment!
How to prepare for a job interview at Change Recruitment
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
