At a Glance
- Tasks: Investigate and resolve customer complaints with professionalism and empathy.
- Company: Join Foresters Financial, a purpose-driven organisation focused on making a difference.
- Benefits: Competitive salary, annual bonus, 25 days holiday, and flexible working options.
- Other info: Enjoy a collaborative culture with opportunities for personal growth.
- Why this job: Make a real impact by helping families achieve their financial goals.
- Qualifications: Experience in complaints handling and strong communication skills required.
The predicted salary is between 28000 - 29500 € per year.
As our Complaints Handler, you will be at the forefront of investigating, managing, and resolving customer complaints with professionalism, accuracy, and empathy. You’ll take ownership of cases from start to finish – gathering evidence, analysing information, and identifying root causes – to ensure fair and timely outcomes. Alongside this, you’ll provide vital administrative and case-handling support to ensure our team meets its targets, all while complying with the Financial Ombudsman Service guidelines and FCA’s DISP rules.
Your role:
- Register and log complaints accurately, maintaining up-to-date records.
- Conduct Quality Assurance checks to identify trends, service issues, and areas for improvement.
- Prepare detailed case recommendations to enhance customer experience, particularly for cases referred to or accepted by FOS.
- Ensure compliance with FCA DISP rules and Consumer Duty requirements.
- Draft high-quality, bespoke final response letters to customers.
- Collaborate effectively with key stakeholders across the business.
- Provide general administrative support, including spreadsheet and database management.
- Analyse raw data to create reports and presentations.
- Communicate confidently and professionally via multiple channels.
What we require:
- Experience in complaints handling within financial services.
- Strong understanding of FOS guidelines, FCA DISP rules, and Consumer Duty.
- Excellent written communication skills with experience in drafting bespoke response letters.
- High attention to detail and accuracy.
- Proficient in Microsoft Office (especially Word and Excel).
- Ability to meet tight deadlines and manage competing priorities.
What we offer you:
- £28,000 - £29,500 annual salary
- Annual discretionary bonus scheme
- 25 days annual holiday plus bank holidays
- Contributory Pension scheme
- Life cover
- 1 day charitable work
Working hours are 35 hours a week Monday to Friday. Start times are flexible from 8.00 - 9.30. After a successful training period there is flexibility to work from home up to 2 days a week.
About us
Foresters Financial is not your typical financial services provider. Those who join our purpose-driven organisation enjoy a culture of collaboration, creativity, and mutual respect and are challenged to do their best to make a difference every day. We help everyday families achieve their financial goals and make a lasting difference in their lives and communities.
Complaints Handlers in London employer: Foresters Financial
At Foresters Financial, we pride ourselves on being an exceptional employer, offering a supportive and collaborative work culture that empowers our Complaints Handlers to make a meaningful impact. With competitive salaries, generous holiday allowances, and the flexibility to work from home, we prioritise employee well-being and growth, ensuring that our team members thrive both personally and professionally in our Bromley office.
StudySmarter Expert Advice🤫
We think this is how you could land Complaints Handlers in London
✨Tip Number 1
Get to know the company inside out! Research Foresters Financial and understand their values, mission, and culture. This will help you tailor your approach during interviews and show that you're genuinely interested in being part of the team.
✨Tip Number 2
Practice your communication skills! As a Complaints Handler, you'll need to communicate confidently and professionally. Try role-playing with a friend or family member to get comfortable discussing your experiences and how you handle complaints.
✨Tip Number 3
Network like a pro! Connect with current employees on LinkedIn or attend industry events. This can give you insider tips about the application process and might even lead to a referral, which can boost your chances of landing the job.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows that you’re proactive and serious about joining our team at Foresters Financial.
We think you need these skills to ace Complaints Handlers in London
Some tips for your application 🫡
Show Off Your Writing Skills:As a Complaints Handler, your written communication is key. Make sure your application showcases your ability to draft clear and concise responses. Use examples from your experience to highlight how you’ve effectively communicated in the past.
Tailor Your Application:Don’t just send a generic application! Tailor your CV and cover letter to reflect the specific skills and experiences mentioned in the job description. We want to see how your background aligns with our needs, especially in complaints handling and compliance.
Be Detail-Oriented:Attention to detail is crucial in this role. Ensure your application is free from typos and errors. Double-check your documents for accuracy, as this reflects your ability to maintain high standards in your work.
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 shows you’re keen on joining our team at Foresters Financial!
How to prepare for a job interview at Foresters Financial
✨Know Your Stuff
Make sure you brush up on the Financial Ombudsman Service guidelines and FCA DISP rules. Being able to discuss these confidently will show that you understand the framework within which you'll be working.
✨Showcase Your Empathy
As a Complaints Handler, empathy is key. Prepare examples of how you've handled complaints in the past, focusing on how you resolved issues while maintaining professionalism and understanding towards customers.
✨Be Detail-Oriented
Highlight your attention to detail by discussing specific instances where your accuracy made a difference. Whether it’s logging complaints or drafting response letters, being meticulous is crucial in this role.
✨Practice Your Communication Skills
Since you'll be communicating via multiple channels, practice articulating your thoughts clearly and professionally. Consider role-playing common scenarios with a friend to build your confidence.
