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For Companies At a Glance
- Tasks: Handle and resolve customer complaints efficiently while ensuring compliance with FCA principles.
- Company: Close Brothers is a top UK merchant banking group dedicated to supporting small businesses and individuals.
- Benefits: Enjoy a supportive team environment, inclusivity, and opportunities for personal growth.
- Why this job: Join a dynamic team where your communication skills can make a real difference in customer satisfaction.
- Qualifications: Previous complaint handling experience and strong communication skills are essential.
- Other info: We offer adjustments for individuals with disabilities or long-term conditions.
The predicted salary is between 28800 - 43200 £ per year.
Join to apply for the Complaints Handler role at Close Brothers
Join the Close Brothers Motor Finance Team where you will ensure that all complaints received are managed effectively, documented, dealt with in a timely manner, and brought to conclusion, ensuring the right outcome is gained for both the company and the customer in line with the FCA Treating Customers Fairly principles. Working as part of the Complaints team, our ideal team member will have previous experience in complaint handling with excellent communication skills.
Responsibilities
- Provide high quality and professional advice and support when dealing with telephone calls and correspondence.
- Investigate complaints diligently and impartially, obtaining additional information as necessary to reach a resolution.
- Resolve all complaints successfully in line with FCA principles, liaising with relevant parts of the business.
- Communicate professionally with customers, branch staff, senior management, and external bodies such as the Financial Ombudsman Service.
- Ensure compliance with company and regulatory requirements.
- Maintain accuracy of information in the database.
- Compose proficient letters and answer calls courteously.
- Achieve departmental and company service standards (SLAs).
- Contribute to a positive team environment.
- Report serious complaints and breaches promptly.
- Produce management information and statistics on complaints.
- Identify trends and issues for root cause analysis and remedial actions.
- Perform general office duties and adapt to changing requirements.
- Ensure adherence to governance and compliance standards.
Candidate Profile
- Excellent administration, organization, and multitasking skills.
- Computer literate with strong keyboard skills.
- Good written and verbal communication and interpersonal skills.
- Negotiation skills and attention to detail.
- Reassuring telephone manner.
- Team player with complaint handling experience.
We are committed to inclusivity and accessibility. Adjustments can be made for individuals with disabilities or long-term conditions. For alternative formats or to discuss the recruitment process, contact us at recruit.ssc@closebrothers.com.
About Us
Close Brothers is a leading UK merchant banking group offering lending, deposit, wealth management, and securities trading services. We support small businesses and individuals across Britain, aiming to help them thrive long-term.
For more information, visit our careers page, life at Close Brothers, and benefits.
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Complaints Handler employer: Close Brothers
Contact Detail:
Close Brothers Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Complaints Handler
✨Tip Number 1
Familiarise yourself with the FCA Treating Customers Fairly principles. Understanding these guidelines will not only help you in your role but also demonstrate to us that you are serious about compliance and customer care.
✨Tip Number 2
Brush up on your communication skills, especially over the phone. Practising how to handle difficult conversations can set you apart, as effective communication is key in resolving complaints successfully.
✨Tip Number 3
Gather examples from your past experience where you've successfully resolved complaints. Being able to share specific instances during an interview will showcase your problem-solving abilities and your commitment to customer satisfaction.
✨Tip Number 4
Stay updated on industry trends and common complaints within the finance sector. This knowledge will help you identify potential issues and demonstrate your proactive approach to complaint handling when speaking with us.
We think you need these skills to ace Complaints Handler
Some tips for your application 🫡
Understand the Role: Before applying, make sure you fully understand the responsibilities of a Complaints Handler at Close Brothers. Familiarise yourself with the FCA Treating Customers Fairly principles and how they apply to complaint handling.
Tailor Your CV: Highlight your previous experience in complaint handling and any relevant skills such as communication, negotiation, and attention to detail. Use specific examples that demonstrate your ability to resolve complaints effectively.
Craft a Strong Cover Letter: In your cover letter, express your enthusiasm for the role and the company. Mention how your skills align with the job requirements and provide examples of how you've successfully handled complaints in the past.
Proofread Your Application: Before submitting, carefully proofread your CV and cover letter for any spelling or grammatical errors. A polished application reflects your attention to detail and professionalism, which are crucial for this role.
How to prepare for a job interview at Close Brothers
✨Showcase Your Complaint Handling Experience
Make sure to highlight your previous experience in complaint handling during the interview. Be prepared to discuss specific examples where you successfully resolved complaints, demonstrating your ability to manage difficult situations effectively.
✨Demonstrate Excellent Communication Skills
Since the role requires strong communication skills, practice articulating your thoughts clearly and professionally. Use role-play scenarios to simulate customer interactions, ensuring you convey empathy and understanding while maintaining professionalism.
✨Familiarise Yourself with FCA Principles
Research the FCA Treating Customers Fairly principles before your interview. Understanding these regulations will not only show your commitment to compliance but also help you articulate how you would handle complaints in line with these standards.
✨Prepare for Teamwork Questions
As a Complaints Handler, you'll be part of a team. Prepare to answer questions about teamwork and collaboration. Think of examples where you've contributed positively to a team environment or helped resolve conflicts within a group.