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For Companies At a Glance
- Tasks: Own customer complaints, solve problems, and ensure satisfaction through effective communication.
- Company: Join Goldman Sachs' innovative digital bank, Marcus, in Birmingham.
- Benefits: Enjoy a supportive work environment with opportunities for growth and development.
- Why this job: Make a real difference by helping customers navigate their banking experiences.
- Qualifications: Strong communication skills and a passion for customer service are essential.
- Other info: Be part of a diverse team committed to excellence and continuous improvement.
The predicted salary is between 30000 - 42000 £ per year.
As the online consumer banking business of Goldman Sachs, Marcus operates as a digital bank, providing online savings products directly to individual consumers. Marcus combines Goldman Sachs' over 150 years of expertise with intuitive digital experiences, focusing on value, transparency, and simplicity for its millions of customers.
YOUR IMPACT
Are you passionate about customer services, operations, and using digital tools to provide solutions to customers? We’re looking for customer services professionals to join our team, who want to use their skills and ideas to provide outstanding support to our customers.
Responsibilities
- Taking full ownership for your case load and ensuring deadlines are met.
- Carrying out a full review of all aspects of customer concerns in line with company policy and FCA guidelines.
- Using your own initiative to solve problems, collaborate with colleagues and make important choices.
- Speaking on the phone to customers at different stages of your investigation including the resolution of their complaint.
- Liaising with internal departments to gather information and identify opportunities for continuous improvement.
- Ensuring complaints are recorded and investigated accurately, and resolved within regulatory timescales.
- Articulating well considered judgement calls balancing both customer/business risk to senior colleagues, whilst providing an empathetic, knowledgeable and professional telephony/administration service.
- Making prompt and practical business decisions, even in times of ambiguity, considering various perspectives and taking responsibility for outcomes.
- Committing to meet key performance indicators (service levels, operational risk, etc.).
- Supporting process changes to improve the customer journey.
- Adhering to first call resolution in alignment with global standards to promote customer satisfaction.
- Taking ownership of customer enquiries and responding to escalated customer issues in accordance with agreed procedures.
- Managing multiple complaint cases in an accurate, timely and prioritised manner.
- Documenting all service efforts for each assigned account interaction in accordance with established procedures and compliance policies.
- Meeting our call and case audit quality standards so we can deliver good customer outcomes to all of our customers.
- Communicating professionally.
- Embracing change and innovation in the team.
- Providing a flexible and adaptable approach to change and supporting others to respond in a similar way.
- Completing ongoing compliance and remedial training as scheduled.
- Proactively identifying any new issues or risks and proposing solutions to senior stakeholders with the customer in mind.
- Collaborating with colleagues to maximise customer and colleague experience.
- Demonstrating ownership and common sense with all that you do, sharing best practice across teams.
Requirements
- Self-directed, detail oriented, positive attitude, driven, able to work independently and in a team-oriented, fast paced environment with a passion to deliver exceptional service to customers.
- Good interpersonal and objection handling skills.
- Excellent written and oral communication skills and ability to adapt your style and approach to the audience and message to be delivered.
- Strong time management skills, able to manage work with varying priorities.
- Adaptable, high energy levels and desire to help others.
- Strong team player.
- Good analytical and problem-solving skills.
- Attention to detail.
- Ability to thoroughly investigate cases from beginning to end.
- Strong communication skills, especially experience with handling challenging calls and verbal resolution whilst remaining calm and focused at all times.
- Excellent listener and able to weigh up the needs of the customer and also the business.
- Ability to connect with people, quick problem-solving ability and positive, can do attitude.
Preferred Qualifications
- Experience in delivery of customer service and Microsoft Office.
- Customer Service.
- Banking and Finance.
Marcus by Goldman Sachs, Complaints Specialist, Birmingham employer: Goldman Sachs Group, Inc.
Contact Detail:
Goldman Sachs Group, Inc. Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Marcus by Goldman Sachs, Complaints Specialist, Birmingham
✨Tip Number 1
Get to know the company! Before your interview, dive into Marcus by Goldman Sachs. Understand their values, products, and customer service approach. This will help you tailor your responses and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice makes perfect! Role-play common interview questions with a friend or in front of a mirror. Focus on how you can demonstrate your problem-solving skills and customer service experience, as these are key for the Complaints Specialist role.
✨Tip Number 3
Show off your soft skills! During the interview, highlight your communication and interpersonal skills. Share examples of how you've handled challenging situations in the past, as this will resonate well with the hiring team.
✨Tip Number 4
Apply through our website! We encourage you to submit your application directly on the Goldman Sachs careers page. This way, you’ll ensure your application gets the attention it deserves and you’ll be one step closer to joining the team!
We think you need these skills to ace Marcus by Goldman Sachs, Complaints Specialist, Birmingham
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Complaints Specialist role. Highlight your customer service experience and any relevant skills that match the job description. We want to see how you can bring value to our team!
Showcase Your Communication Skills: Since this role involves a lot of communication, be sure to demonstrate your written and verbal skills in your application. Use clear, concise language and make your points easy to understand. Remember, we’re looking for someone who can articulate well!
Highlight Problem-Solving Abilities: We love candidates who can think on their feet! Share examples of how you've tackled challenges in previous roles. This will show us that you have the analytical skills and initiative we need to resolve customer complaints effectively.
Apply Through Our Website: Don’t forget to submit your application through our official website! It’s the best way to ensure it gets into the right hands. Plus, you’ll find all the details you need about the role and our company culture there.
How to prepare for a job interview at Goldman Sachs Group, Inc.
✨Know Your Customer Service Basics
Before the interview, brush up on your customer service principles. Understand how to handle complaints effectively and be ready to discuss your past experiences in resolving customer issues. This will show that you’re not just familiar with the role but also passionate about delivering exceptional service.
✨Demonstrate Problem-Solving Skills
Prepare examples of how you've used your initiative to solve problems in previous roles. Think of specific situations where you had to make quick decisions or collaborate with colleagues to find solutions. This will highlight your analytical skills and ability to work under pressure.
✨Practice Your Communication Style
Since this role involves a lot of communication, practice articulating your thoughts clearly and professionally. You might want to do mock interviews with friends or family, focusing on how you would handle challenging calls or explain complex issues simply.
✨Show Your Adaptability
Be ready to discuss how you embrace change and innovation. Share examples of times when you adapted to new processes or technologies, as this aligns with the company’s focus on continuous improvement and flexibility in a fast-paced environment.
