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For Companies At a Glance
- Tasks: Manage complaints, enhance customer experience, and support Consumer Duty implementation.
- Company: Join a leading international bank with a strong reputation in the financial sector.
- Benefits: Enjoy a competitive salary, flexible working, and opportunities for professional growth.
- Why this job: Make a real impact on customer satisfaction while developing your skills in a dynamic environment.
- Qualifications: University degree or relevant experience; strong IT and communication skills required.
- Other info: This is a 12-month fixed-term contract based in London, with onsite work 2-3 times a week.
The predicted salary is between 44000 - 52000 £ per year.
Job Description
Exciting opportunity for an experienced Complaints & Consumer Duty Officer to join a leading international Bank for a 12 Month FTC.
Salary Range: £55k-£65k DOE
Location: London 2-3 times per week onsite
The role involves managing complaints, supporting the implementation of the Consumer Duty Framework, and enhancing customer experience. You will work closely with various stakeholders to ensure compliance and drive customer satisfaction.
Complaints Handling:
- Support the Complaint Manager with frontline staff complaints training.
- Monitor Complaints CRM.
- Write and oversee customer responses.
- Ensure good outcomes for the customer through complaint handling.
Consumer Duty:
- Support the Senior Complaint’s handling Manager with the implementation of Consumer Duty Framework.
- Support Retail and Business Banking (SME) with the operationalization of the Consumer Duty MI and Dashboard.
- Support Retail and Business Banking to provide “good outcomes” for our Products and Services.
- Ensure fair value assessments are conducted in line with the expectations of the Consumer Duty Framework.
- Support the business and maintain the Consumer Duty Dashboard.
- To support the business to ensure regulatory compliance to Consumer Duty Principles.
Customer Experience:
- Champion opportunities to consistently improve the customer experience.
- Drive customer retention.
- Increase customer satisfaction.
- Understand customers and their specific needs.
- Provide support to customer experience reporting for working groups and seniors’ stakeholders.
- Work with key stakeholders to design surveys.
Skills and capabilities:
- Strong Leadership Skills.
- Run working groups.
- Managing a complaints function.
- Strong ability to critically review and sense check data.
- Strong, positive interpersonal skills and excellent written and oral communication skills.
Qualifications
- University Degree or Significant Relevant experience for the role.
- IT skills.
- Experience managing a Complaints CRM.
- Experience managing Customer Experience software.
- Proficient in Microsoft Excel.
- Proficient in Microsoft PowerPoint.
Complaints Handler & Consumer Duty Officer employer: ea Change
Contact Detail:
ea Change Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Complaints Handler & Consumer Duty Officer
✨Tip Number 1
Familiarise yourself with the Consumer Duty Framework and its principles. Understanding how it impacts customer interactions will help you demonstrate your knowledge during interviews and show that you're ready to support its implementation.
✨Tip Number 2
Network with professionals in the banking sector, especially those involved in complaints handling and consumer duty roles. Engaging with them can provide insights into the role and may even lead to referrals or recommendations.
✨Tip Number 3
Prepare examples of how you've successfully managed complaints or improved customer experiences in previous roles. Being able to share specific instances will highlight your relevant experience and problem-solving skills.
✨Tip Number 4
Stay updated on industry trends and regulatory changes related to consumer rights and complaints management. This knowledge will not only enhance your discussions but also position you as a proactive candidate who is committed to continuous learning.
We think you need these skills to ace Complaints Handler & Consumer Duty Officer
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in complaints handling and consumer duty. Use specific examples that demonstrate your leadership skills and ability to manage a complaints function.
Craft a Compelling Cover Letter: In your cover letter, express your enthusiasm for the role and the company. Discuss how your background aligns with the responsibilities outlined in the job description, particularly your experience with customer satisfaction and compliance.
Highlight Relevant Skills: Emphasise your strong interpersonal skills and communication abilities. Mention your proficiency in managing complaints CRM and customer experience software, as these are crucial for the role.
Showcase Your Understanding of Consumer Duty: Demonstrate your knowledge of the Consumer Duty Framework in your application. Provide examples of how you have previously supported compliance and driven good outcomes for customers in past roles.
How to prepare for a job interview at ea Change
✨Understand the Consumer Duty Framework
Make sure you have a solid grasp of the Consumer Duty Framework and its implications for customer service. Be prepared to discuss how you would implement this framework in your role and provide examples of how it can enhance customer satisfaction.
✨Showcase Your Complaints Handling Experience
Highlight your previous experience in managing complaints effectively. Prepare specific examples of challenging situations you've handled, focusing on the outcomes and what you learned from those experiences.
✨Demonstrate Strong Interpersonal Skills
Since the role requires working closely with various stakeholders, be ready to showcase your interpersonal skills. Share examples of how you've successfully collaborated with teams or managed difficult conversations with customers.
✨Prepare for Data-Driven Questions
Given the emphasis on data review and compliance, expect questions that assess your analytical skills. Be prepared to discuss how you would critically review data and ensure compliance with the Consumer Duty Principles.
