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- Tasks: Investigate and resolve complaints while ensuring customer satisfaction and compliance.
- Company: Join Close Brothers, a diverse and inclusive company that values your unique background.
- Benefits: Enjoy private medical discounts, gym perks, and a stakeholder pension contribution.
- Why this job: Make a real difference by improving customer experiences and driving positive change.
- Qualifications: Experience in complaint handling and strong analytical skills are essential.
- Other info: Flexible work options available to help you balance life and work.
The predicted salary is between 30000 - 40000 £ per year.
At Close Brothers we look to recruit individuals from all different backgrounds and encourage you to apply even if you don't tick every box. We celebrate diversity, promote inclusivity and are open to discuss flexible work options to help you balance your work and home life.
Join Close Brothers Asset Finance Team where you will report to the Complaints Manager in the Operational Governance function and ensure prompt and consistent complaints management, root cause exploration and reporting.
Responsibilities- Work with stakeholders across all business units to investigate complex regulated and unregulated complaints, drawing upon expertise of CBAFL's products.
- Ensure all complaints received are resolved successfully in line with the FCA's Fair Treatment of Customers principles and mandated timelines, liaising with all relevant parts of the business to facilitate such outcomes.
- Proactively keep up to date and align with industry best practice in terms of complaint handling and the fair treatment of customers.
- Assist the maintenance and improvement of the CBAFL Complaint Handling procedure.
- Provide feedback and coaching to increase the proportion of complaints resolved at first point of contact and complaints which could have been avoided.
- Help deliver regular training to stakeholders annually and on an ad hoc basis where necessary.
- Evaluate monthly complaints data for presenting to key stakeholders.
- Assess whether complaints indicate a wider issue within CBAFL and whether remediation work is necessary.
- Conduct root cause analysis of individual complaints and annual review.
- Experience of handling complaints within an FCA‑regulated environment.
- Evidence of analytical and problem‑solving skills.
- Excellent interpersonal skills.
- Strong relationship building and stakeholder management skills.
- Private medical discount.
- Health checks.
- Stakeholder pension contribution.
- Gym discounts.
- Cycle to work scheme.
- Purchase additional holiday.
Complaints Analyst in London employer: Close Brothers
Contact Detail:
Close Brothers Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Complaints Analyst in London
✨Tip Number 1
Network like a pro! Reach out to current or former employees at Close Brothers on LinkedIn. A friendly chat can give us insider info about the company culture and maybe even a referral!
✨Tip Number 2
Prepare for the interview by brushing up on your complaint handling knowledge. We should be ready to discuss real-life scenarios where we’ve resolved complaints effectively, showing off our analytical skills and customer focus.
✨Tip Number 3
Don’t forget to showcase our interpersonal skills! During interviews, let’s highlight how we build relationships with stakeholders and how that helps in resolving complaints swiftly.
✨Tip Number 4
Apply through our website! It’s the best way to ensure our application gets seen. Plus, we can tailor our application to match what Close Brothers is looking for, making us stand out from the crowd.
We think you need these skills to ace Complaints Analyst in London
Some tips for your application 🫡
Show Your Unique Background: At StudySmarter, we love diversity! Don’t worry if you don’t tick every box in the job description. Highlight your unique experiences and how they can bring value to the Complaints Analyst role.
Tailor Your Application: Make sure to customise your CV and cover letter for the role. Use keywords from the job description to show that you understand what we’re looking for and how you fit into our team.
Highlight Your Problem-Solving Skills: As a Complaints Analyst, analytical skills are key. Share specific examples of how you've successfully resolved complaints or tackled complex issues in the past. We want to see your thought process!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it’s super easy!
How to prepare for a job interview at Close Brothers
✨Know Your Stuff
Make sure you understand the FCA's Fair Treatment of Customers principles and how they apply to complaints management. Brush up on Close Brothers' products and services, as well as any recent news or changes in the industry that could affect complaint handling.
✨Showcase Your Skills
Prepare examples from your past experience where you've successfully resolved complaints or improved processes. Highlight your analytical and problem-solving skills, and be ready to discuss how you've built relationships with stakeholders in previous roles.
✨Ask Smart Questions
Think of insightful questions to ask during the interview. This could include inquiries about the team dynamics, how they measure success in complaints management, or what challenges they currently face. It shows you're genuinely interested and engaged.
✨Be Yourself
Close Brothers values diversity and inclusivity, so don’t hesitate to bring your unique perspective to the table. Be authentic in your responses and let your personality shine through; it’s all about finding the right fit for both you and the company.