At a Glance
- Tasks: Resolve customer complaints and ensure compliance with FCA regulations while improving services.
- Company: Join a dynamic team in the financial services sector focused on customer satisfaction.
- Benefits: Enjoy a competitive salary, 25 days holiday plus your birthday off, and hybrid working.
- Other info: Opportunity for career growth in a supportive environment with excellent benefits.
- Why this job: Make a real difference by helping customers and enhancing their experiences.
- Qualifications: A-Levels or equivalent, strong communication skills, and experience in handling complaints.
The predicted salary is between 28000 - 30000 £ per year.
As a Complaints Handler, you will play a key role in delivering fair, timely, and customer-focused complaint resolutions while ensuring full compliance with FCA regulations and industry standards. You will investigate each case thoroughly by gathering evidence, engaging with customers and internal stakeholders. Beyond resolving individual complaints, you will contribute to continuous improvement by identifying trends and recommending enhancements to products, services and customer journeys. You will also manage complaints from initial receipt through to final resolution.
Key Responsibilities
- Manage customer complaints from initial contact through to resolution, conducting thorough investigations and ensuring all cases are handled fairly, efficiently, and in line with FCA regulations.
- Apply sound judgement and effective problem-solving skills to assess information, determine appropriate outcomes.
- Maintain accurate and up-to-date complaint records within the CRM system, ensuring compliance with record-keeping standards and regulatory requirements.
- Identify root causes, analyse complaint trends, and recommend improvements to processes, systems and controls.
- Review and respond to Financial Ombudsman Service (FOS) referrals, preparing comprehensive evidence packs and supporting documentation within agreed timescales.
Skills, Knowledge & Expertise
- Recent experience handling customer complaints and complex cases within a regulated financial services environment.
- Strong knowledge of financial products, including credit cards, consumer loans, savings accounts, and mortgages is advantageous.
- Excellent written and verbal communication skills, with the ability to demonstrate empathy, build rapport, and deliver positive customer outcomes.
- Strong analytical and problem solving skills, experience handling customer data and the ability to support vulnerable customers.
- Knowledge of fraud investigations, collections processes, and Financial Ombudsman Service (FOS) cases is advantageous.
- Minimum qualification of A-Levels (or equivalent), including GCSE English and Maths (Grade C/4 or above).
Job Benefits
- Competitive salary
- 25 days holiday PLUS your BIRTHDAY off
- Pension contribution with Royal London
- Life Assurance
- Private medical, dental and optical health insurance with Axa
- Hybrid working
- Free breakfast available
Complaints Handler employer: Chetwood Bank
Chetwood Bank is an exceptional employer located in the vibrant city of London, offering a dynamic work culture that fosters innovation and collaboration. Employees benefit from comprehensive growth opportunities, including professional development and training, while enjoying a hybrid work model that promotes work-life balance. With a commitment to compliance and excellence, Chetwood Bank provides a rewarding environment for those looking to make a meaningful impact in the financial sector.
StudySmarter Expert Advice🤫
We think this is how you could land Complaints Handler
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Chetwood Bank. 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 Chetwood Bank 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
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 Chetwood Bank:Your cover letter is your chance to shine! Tell us why you want to work at Chetwood Bank 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 Chetwood Bank!
How to prepare for a job interview at Chetwood Bank
✨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.
