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- 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: Competitive salary, hybrid work model, and opportunities for professional growth.
- Why this job: Make a real impact on customer satisfaction while working in a dynamic environment.
- Qualifications: University degree or relevant experience; strong IT and communication skills required.
- Other info: 12-month fixed-term contract with potential for future opportunities.
The predicted salary is between 44000 - 52000 £ per year.
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 discussions with stakeholders.
✨Tip Number 2
Network with professionals in the banking sector, especially those involved in complaints handling and consumer duty. Attend industry events or join relevant online forums to gain insights and make connections that could lead to referrals.
✨Tip Number 3
Prepare to discuss specific examples of how you've improved customer experience in previous roles. Highlighting your leadership skills and ability to drive positive outcomes will set you apart from other candidates.
✨Tip Number 4
Stay updated on the latest trends and regulations in consumer rights and complaints management. Showing that you're proactive about your professional development can impress potential employers and demonstrate your commitment to the role.
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 improve customer experience.
Craft a Compelling Cover Letter: Write a cover letter that addresses the key responsibilities of the role. Explain how your background aligns with the requirements, particularly your experience with complaint management and consumer duty frameworks.
Showcase Your Skills: In your application, emphasise your strong interpersonal skills and communication abilities. Provide examples of how you've successfully managed complaints or improved customer satisfaction in previous roles.
Proofread Your Application: Before submitting, carefully proofread your application for any spelling or grammatical errors. A polished application reflects your attention to detail, which is crucial for this role.
How to prepare for a job interview at ea Change
✨Showcase Your Complaints Handling Experience
Be prepared to discuss your previous experience in managing complaints. Highlight specific examples where you successfully resolved issues and improved customer satisfaction. This will demonstrate your capability to handle the responsibilities of the role.
✨Understand the Consumer Duty Framework
Familiarise yourself with the Consumer Duty Framework and its implications for the banking sector. Be ready to discuss how you can support its implementation and ensure compliance, as this is a key aspect of the role.
✨Demonstrate Strong Interpersonal Skills
Since the role involves working closely with various stakeholders, showcase your strong interpersonal skills. Prepare examples of how you've effectively communicated and collaborated with teams to achieve positive outcomes.
✨Prepare for Data Analysis Questions
Given the importance of critically reviewing data in this role, be ready to answer questions related to data analysis. Brush up on your experience with CRM systems and customer experience software, and be prepared to discuss how you’ve used data to drive improvements.
