Marcus by Goldman Sachs, Complaints Specialist, Birmingham

Marcus by Goldman Sachs is the online consumer banking business of Goldman Sachs, operating as a digital bank that provides savings products directly to individual consumers. The service combines the bank's more than 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.

What you’ll do:

• Take full ownership for your case load and ensure deadlines are met.
• Carry out a full review of all aspects of customer concerns in line with company policy and FCA guidelines.
• Use your own initiative to solve problems, collaborate with colleagues, and make important choices.
• Speak on the phone to customers at different stages of your investigation, including the resolution of their complaints.
• Liaise with internal departments to gather information and identify opportunities for continuous improvement.
• Ensure complaints are recorded and investigated accurately, and resolved within regulatory timescales.
• Articulate well‑considered judgement calls balancing both customer and business risk to senior colleagues while providing an empathetic, knowledgeable, and professional telephony/administration service.
• Make prompt and practical business decisions, even in times of ambiguity, considering various perspectives and taking responsibility for outcomes.
• Commit to meet key performance indicators (service levels, operational risk, etc.).
• Support process changes to improve the customer journey.
• Adhere to first‑call resolution in alignment with global standards to promote customer satisfaction.
• Takes ownership of customer enquiries and respond to escalated customer issues in accordance with agreed procedures.
• Manage multiple complaint cases in an accurate, timely, and prioritised manner.
• Document all service efforts for each assigned account interaction in accordance with established procedures and compliance policies.
• Meet call and case audit quality standards to deliver good customer outcomes for all customers.
• Communicate professionally.
• Embrace change and innovation in the team.
• Provide a flexible and adaptable approach to change and support others to respond similarly.
• Complete ongoing compliance and remedial training as scheduled.
• Proactively identify any new issues or risks and propose solutions to senior stakeholders with the customer in mind.
• Collaborate with colleagues to maximise customer and colleague experience.
• Demonstrate ownership and common sense with everything you do, sharing best practice across teams.

REQUIREMENTS

• Self‑directed, detail oriented, positive attitude – 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 while 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 a positive, can‑do attitude.

Basic Qualifications

• Experience in complaints handling is advantageous, but if you come from a customer‑facing role, hospitality or retail background, this could be a great opportunity for a career change.
• Experience in a banking, professional service or regulated environment.
• Experience in objection handling during telephone conversations.

Preferred Qualifications

• Experience in the delivery of customer service and Microsoft Office.
• Customer Service.
• Banking and Finance.

Goldman Sachs is an equal opportunity employer and does not discriminate on the basis of race, color, religion, sex, national origin, age, veterans status, disability or any other characteristic protected by applicable law.