At a Glance
- Tasks: Handle customer complaints with empathy and deliver fair resolutions.
- Company: Join J.P. Morgan, a global leader in financial services.
- Benefits: Diverse workplace, career growth, and commitment to inclusion.
- Other info: Collaborative team environment focused on continuous improvement.
- Why this job: Make a real impact by transforming challenges into positive experiences for customers.
- Qualifications: Experience in customer complaints and strong communication skills required.
The predicted salary is between 36000 - 60000 £ per year.
At Chase, we put customers first in every interaction, especially when something hasn’t gone to plan. In our complaints team, you help transform challenging moments into confidence in our brand by delivering fair, fast and empathetic resolutions. You will be part of a team that owns cases end to end, identifies the real drivers behind issues, and feeds back improvements that make banking better for everyone. If you care deeply about service, clarity and doing what’s right, this is a place where your work makes a visible impact. Join us to create advocates for Chase through exceptional complaint handling.
As a Global Complaints Specialist in Chase UK’s Global Complaints team, you own complaint cases end to end and deliver fair, clear and timely outcomes. You partner with us across the business to gather facts, understand root causes and resolve issues, often within three working days. You help us recognise and support vulnerable customers, communicate decisions confidently and compassionately, and spot trends that drive continuous improvement.
Job Responsibilities
- Prioritise your daily workload to address the longest-running and highest-risk cases first.
- Manage end-to-end complaint cases from receipt to final response across phone, chat and email.
- Meet three working day resolution targets while maintaining quality and fairness.
- Escalate executive-level complaints per criteria to the Executive Complaints team.
- Contact customers to resolve complex issues, flexing your communication style to their needs.
- Recognise and support vulnerable customers with tailored, priority assistance.
- Write clear, formal letters and emails that explain findings, outcomes and next steps.
- Investigate root causes thoroughly and explain the impact to customers.
- Collaborate with internal teams and hold stakeholders accountable to enable rapid resolution.
- Track and meet throughput, quality and customer outcome KPIs.
- Identify and report complaint drivers and trends; feed back improvements to prevent recurrence.
Required Qualifications, Capabilities, And Skills
- Experience handling customer complaints in banking or financial services.
- Experience managing end‑to‑end cases across phone, chat and email.
- Experience applying regulatory complaint service level agreements (SLAs), including DISP PSD and non‑PSD timelines.
- Experience supporting vulnerable customers with tailored approaches.
- Experience conducting root cause analysis and communicating impacts to customers.
- Proven ability to track and deliver against operational key performance indicators (KPIs).
- Strong verbal communication and conflict de‑escalation skills.
- Strong formal writing skills for letters and customer emails.
- Excellent time management with the ability to prioritise high‑risk, longest‑running cases.
- Experience collaborating with cross‑functional teams to resolve issues quickly.
- Proficiency with digital tools and case management systems.
Preferred Qualifications, Capabilities, And Skills
- Experience using AI tools such as LLM Suite to draft fair and reasonable letters and streamline workflows.
- Experience in a digital bank or fintech environment.
- Familiarity with executive complaints handling and escalation criteria.
- Experience analysing complaint drivers and trends to recommend process improvements.
- Training or accreditation in conflict management or customer vulnerability.
- Experience operating in KPI-driven environments with quality audits.
J.P. Morgan is a global leader in financial services, providing strategic advice and products to the world’s most prominent corporations, governments, wealthy individuals and institutional investors. Our first-class business in a first-class way approach to serving clients drives everything we do. We strive to build trusted, long-term partnerships to help our clients achieve their business objectives. We recognize that our people are our strength and the diverse talents they bring to our global workforce are directly linked to our success. We are an equal opportunity employer and place a high value on diversity and inclusion at our company. We do not discriminate on the basis of any protected attribute, including race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, marital or veteran status, pregnancy or disability, or any other basis protected under applicable law. We also make reasonable accommodations for applicants’ and employees’ religious practices and beliefs, as well as mental health or physical disability needs.
Global Complaints Specialist - Chase UK employer: JPMorganChase
At Chase UK, we pride ourselves on fostering a supportive and inclusive work environment where every employee's contributions are valued. As a Global Complaints Specialist, you will not only have the opportunity to make a tangible impact on customer experiences but also benefit from ongoing professional development and a culture that prioritises empathy and collaboration. With a commitment to diversity and a focus on employee well-being, Chase UK stands out as an exceptional employer in the financial services sector.
StudySmarter Expert Advice🤫
We think this is how you could land Global Complaints Specialist - Chase UK
✨Tip Number 1
Network like a pro! Reach out to current or former employees at Chase UK on LinkedIn. Ask them about their experiences and any tips they might have for landing a role in the complaints team. Personal connections can give you insights that job descriptions just can't.
✨Tip Number 2
Prepare for the interview by practising your responses to common questions. Think about how you would handle specific complaint scenarios, especially those involving vulnerable customers. We want to see your empathy and problem-solving skills shine through!
✨Tip Number 3
Showcase your communication skills! Whether it’s during an interview or in follow-up emails, make sure you express yourself clearly and confidently. Remember, as a Global Complaints Specialist, your ability to communicate effectively is key to resolving issues.
✨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 you’re genuinely interested in being part of the Chase team. Let’s get you that job!
We think you need these skills to ace Global Complaints Specialist - Chase UK
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter to highlight your experience in handling customer complaints, especially in banking or financial services. We want to see how your skills align with the role of a Global Complaints Specialist.
Showcase Your Communication Skills:Since you'll be writing formal letters and emails, it's crucial to demonstrate your strong writing abilities. Use clear and concise language in your application to reflect the communication style we value at Chase.
Highlight Your Problem-Solving Skills:We love candidates who can think critically and resolve issues effectively. In your application, share examples of how you've managed end-to-end complaint cases and what steps you took to ensure fair outcomes.
Apply Through Our Website:Don't forget to submit your application through our official website! This way, we can easily track your application and ensure it gets the attention it deserves. We can't wait to hear from you!
How to prepare for a job interview at JPMorganChase
✨Know Your Complaints Inside Out
Before the interview, brush up on common complaints in the banking sector and how they are typically resolved. Familiarise yourself with Chase's approach to customer service and complaint handling, as this will show your genuine interest in the role.
✨Showcase Your Empathy Skills
Since the role requires dealing with vulnerable customers, prepare examples that demonstrate your ability to handle sensitive situations with care. Think of times when you’ve turned a negative experience into a positive one for a customer.
✨Master the Art of Communication
Practice articulating your thoughts clearly and confidently. You might be asked to explain complex issues or outcomes, so being able to communicate effectively is key. Consider doing mock interviews with friends or family to refine your delivery.
✨Highlight Your Problem-Solving Abilities
Be ready to discuss specific instances where you've identified root causes of complaints and implemented solutions. Use the STAR method (Situation, Task, Action, Result) to structure your answers and make them impactful.
