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For Companies At a Glance
- Tasks: Investigate and resolve customer complaints while ensuring compliance with regulations.
- Company: Join a reputable Peterborough-based company focused on customer service excellence.
- Benefits: Enjoy a competitive salary, pension scheme, attendance bonuses, and opportunities for progression.
- Why this job: Make a real impact by enhancing customer trust and improving service standards.
- Qualifications: Experience in complaint handling, strong communication skills, and attention to detail required.
- Other info: Full-time role with Monday to Friday hours; interviews conducted as CVs are reviewed.
The predicted salary is between 22700 - 28700 £ per year.
Job Description
Our established Peterborough based client are seeking a skilled and customer-focused Complaint Handler to join their team. In this role, you will be responsible for investigating and resolving customer complaints fairly, efficiently, and in line with regulatory requirements. In this full time, permanent role working Monday to Friday 8.45am to 5.15pm.
Your work will play a key role in enhancing customer trust and ensuring our organisation maintains a high standard of service and compliance.\\nKey Responsibilities in the Complaint Handler role will include:\\n * Log, acknowledge, investigate, and resolve customer complaints within regulatory and internal deadlines\\n * Conduct fair, thorough investigations and gather all necessary information to fully understand the customer’s concerns\\n * Liaise with relevant internal/external departments to resolve complaints\\n * Draft clear, well-reasoned written responses to customers, explaining decisions in line with company policies and FCA guidelines\\n * Escalate complex or high-risk complaints appropriately\\n * Identify and report root causes and trends to help improve processes and reduce future complaints\\n * Maintain accurate and up-to-date records on the complaints handling system\\n * Ensure all complaints are handled in line with FCA and Financial Ombudsman Service (FOS) expectations\\n * Continuously develop knowledge of products, policies, and regulatory requirements\\nExperience required for the Complaint Handler role:-\\n * Experience in handling complaints within a regulated environment essential (FCA Desirable)\\n * Excellent written and verbal communication skills\\n * Ability to remain calm, empathetic, and professional under pressure\\n * Strong investigative, analytical, and decision-making skills\\n * High attention to detail and accuracy\\n * Proficiency with Microsoft Office and complaint management systems\\n * Ability to manage a varied workload and meet strict deadlines\\nIn return our client is offering:-\\n * Salary up to £40,000 Depending on Experience\\n * Access to pension scheme\\n * Attendance bonus\\n * Rewards & discount schemes\\n * Opportunities to progress\\n * Free onsite parking\\nFurther details of this Complaint Handler role are available on application. To apply, please submit your current CV. Interviews will be held as CVs are reviewed.\\nInfinity Recruitment Consultancy Limited acts as an employment agency for permanent, contract and temporary recruitment.
By applying you will be registered as a candidate with Infinity Recruitment Consultancy Limited, your personal data may be added to our database as part of the application process. Our privacy policy is available on our website and explains how we will use your data
Complaint Handler employer: Infinity Recruitment Consultancy Limited
Contact Detail:
Infinity Recruitment Consultancy Limited Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Complaint Handler
✨Tip Number 1
Familiarise yourself with the FCA guidelines and the Financial Ombudsman Service expectations. Understanding these regulations will not only help you in the interview but also demonstrate your commitment to compliance, which is crucial for a Complaint Handler role.
✨Tip Number 2
Prepare examples from your past experience where you've successfully resolved complaints or handled difficult situations. Being able to articulate these scenarios will showcase your problem-solving skills and ability to remain calm under pressure.
✨Tip Number 3
Research the company’s products and services thoroughly. This knowledge will enable you to understand customer concerns better and show that you're genuinely interested in the role and the organisation.
✨Tip Number 4
Practice your communication skills, both written and verbal. As a Complaint Handler, you'll need to draft clear responses and communicate effectively with customers and colleagues, so being articulate and concise is key.
We think you need these skills to ace Complaint Handler
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in handling complaints, particularly within a regulated environment. Emphasise your communication skills and any specific achievements that demonstrate your ability to resolve issues effectively.
Craft a Strong Cover Letter: Write a cover letter that addresses the key responsibilities of the Complaint Handler role. Explain how your skills and experiences align with the job requirements, particularly your investigative and analytical abilities.
Showcase Your Communication Skills: Since excellent written communication is crucial for this role, ensure that your application documents are clear, concise, and free from errors. Use professional language and structure your responses logically.
Highlight Relevant Experience: In your application, provide specific examples of past experiences where you successfully managed customer complaints. Discuss the processes you followed and the outcomes achieved to demonstrate your capability in this area.
How to prepare for a job interview at Infinity Recruitment Consultancy Limited
✨Understand the Role
Make sure you thoroughly understand the responsibilities of a Complaint Handler. Familiarise yourself with the key tasks such as logging complaints, conducting investigations, and drafting responses. This will help you demonstrate your knowledge during the interview.
✨Showcase Your Communication Skills
Since excellent written and verbal communication skills are essential for this role, prepare to discuss examples where you've effectively communicated with customers or colleagues. Be ready to explain how you would handle difficult conversations.
✨Demonstrate Problem-Solving Abilities
Prepare to discuss specific instances where you've successfully resolved complaints or issues in a previous role. Highlight your investigative and analytical skills, and be ready to explain your thought process when making decisions.
✨Familiarise Yourself with Regulations
As the role involves compliance with FCA guidelines, it’s crucial to have a basic understanding of these regulations. Research the Financial Ombudsman Service and be prepared to discuss how you would ensure compliance in your work.