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For Companies At a Glance
- Tasks: Manage customer complaints and ensure excellent outcomes through effective communication and training.
- Company: Join a leading financial firm committed to ethical practices and customer satisfaction.
- Benefits: Enjoy flexible working options, professional development opportunities, and a supportive team culture.
- Why this job: Make a real impact on customer experiences while developing valuable skills in a dynamic environment.
- Qualifications: Experience in complaint management and strong communication skills are essential.
- Other info: Opportunity to work with high-profile clients and contribute to important regulatory frameworks.
The predicted salary is between 36000 - 60000 ÂŁ per year.
Job Description
Main Duties
Complaint Management
- Ensure all staff understand the firm’s complaints definition.
- Support the Complaint Manager with frontline staff complaints training.
- Monitor Complaints CRM
- Write and oversee customer responses.
- Ensure the firm provides good outcomes for the customer through complaint handling.
- Support customer satisfaction programs set for complaints and is included in THE FIRM reporting.
- Support the Senior Complaint Handling Manager carrying out good outcome testing using the firm’s Quality Assurance Tool.
- Deal with any complaints from the Financial Ombudsman Service
- Support the Senior Complaint Handling Manager with Root Cause Analysis activities to prevent reoccurring incidents.
Consumer Duty
- Support the Senior Complaint’s handling Manager with the implementation of Consumer Duty Framework.
- Support Retail and Business Banking (SME) with the operationalisation 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
- Support with the implementation of the bank’s Consumer Duty Communication strategy
- Support the implementation of the Vulnerable Customer Framework
- Act as Secretary to the Consumer Duty Service Forum
Customer Experience
- Champion opportunities to consistently improve the business’s customer experience.
- Drive customer retention.
- Increase customer satisfaction.
- Understand customers and their specific needs.
- Support to manage customer surveys.
- Provide support to customer experience reporting for working groups and seniors’ stakeholders.
- Work with key stakeholders to design surveys.
- Give Administrative support RMs in managing the portfolio of High Net Worth Individuals (Including all PEPs) and a number of non-borrowing corporate/business banking accounts (outside of Africa).
- to be their point person for communications in relation to complaints and facilitating communication in line with good customer outcomes.
- Ensure identified Vulnerable customers are being treated fairly in line with the Consumer Duty principles.
- Support Senior Complaints Manager to implement Consumer Duty and Complaints management training.
- Support the Senior Complaints Manager to implement the Consumer Duty Framework and ensure regulatory compliance
- Support Head of Department in other administrative functions as and when delegated.
- Work in a highly ethical manner consistent with the firm’s policies and culture
Experience required
-
- Experience managing complaint functions.
- Excellent investigation skills with the ability to identify errors.
- Appropriate handling of sensitive information
- Ability to work to FCA DISP deadlines.
- Effective and up to date maintenance of complaints CRM
- Excellent written and verbal communication skills
- Excellent relationship management. mediation and customer service skills
- Team player with the ability to work with multiple parties.
- Identify, and escalate and high priority complaints.
- Co-ordinate resolution of issues
- Prepare management reports, such as aged dashboards, and other management reports as needed for committees.
- Dealing with difficult customer calls or meetings.
- Recognised vulnerable characteristics when dealing with customers.
- Strong Leadership Skills
- Run working groups.
- Strong ability to critically review and sense check data.
- Strong, positive interpersonal skills and excellent written and oral communication skills
Consumer Duty Complaints - eFinancialCareers employer: eFinancialCareers
Contact Detail:
eFinancialCareers Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Consumer Duty Complaints - eFinancialCareers
✨Tip Number 1
Familiarise yourself with the Consumer Duty Framework and its principles. Understanding how this framework impacts complaint management will not only help you in interviews but also demonstrate your commitment to providing good customer outcomes.
✨Tip Number 2
Network with professionals in the complaints management field, especially those who have experience with the Financial Ombudsman Service. Engaging with industry experts can provide valuable insights and may even lead to referrals.
✨Tip Number 3
Prepare to discuss specific examples of how you've handled complaints in the past. Highlight your investigation skills and ability to manage sensitive information, as these are crucial for the role.
✨Tip Number 4
Stay updated on current trends and regulations related to consumer rights and complaints handling. This knowledge will not only enhance your understanding but also show your proactive approach to compliance and customer satisfaction.
We think you need these skills to ace Consumer Duty Complaints - eFinancialCareers
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in complaint management and customer service. Use specific examples that demonstrate your investigation skills and ability to handle sensitive information.
Craft a Compelling Cover Letter: In your cover letter, express your understanding of the Consumer Duty Framework and how it relates to the role. Mention your experience with customer satisfaction programs and your commitment to providing good outcomes for customers.
Showcase Communication Skills: Since excellent written and verbal communication skills are crucial for this role, ensure your application is free from errors and clearly articulates your thoughts. Consider including examples of how you've effectively managed difficult customer interactions.
Highlight Team Collaboration: Emphasise your ability to work as part of a team, especially in relation to managing complaints and working with multiple stakeholders. Provide examples of past experiences where you successfully collaborated to achieve positive outcomes.
How to prepare for a job interview at eFinancialCareers
✨Understand the Consumer Duty Framework
Make sure you have a solid grasp of the Consumer Duty principles and how they apply to complaint management. Be prepared to discuss how you would implement these principles in your role.
✨Showcase Your Complaint Management Experience
Highlight your previous experience in managing complaints, especially in financial services. Be ready to provide examples of how you've successfully resolved complaints and improved customer satisfaction.
✨Demonstrate Strong Communication Skills
Since excellent written and verbal communication skills are crucial for this role, practice articulating your thoughts clearly. Prepare to discuss how you handle difficult conversations with customers.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that assess your problem-solving abilities and how you would handle specific complaints. Think through potential situations and your approach to resolving them effectively.