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- Tasks: Investigate and resolve customer complaints while enhancing service quality.
- Company: Join a leading financial services firm focused on customer satisfaction.
- Benefits: Gain valuable experience, develop skills, and enjoy a supportive work environment.
- Why this job: Make a real difference by improving customer experiences and driving positive change.
- Qualifications: Experience in customer service and knowledge of complaint procedures required.
- Other info: Dynamic role with opportunities for personal growth and professional development.
The predicted salary is between 30000 - 42000 £ per year.
Thoroughly investigate and resolve service complaints and causes of customer dissatisfaction, in line with procedures, regulatory requirements and client service level agreements. Work closely with other functions, business areas and clients to provide the very highest level of customer service identifying and reporting root causes of dissatisfaction and complaints, identifying actions and process, procedural improvements and training to reduce the incident of complaints and dissatisfaction.
Key Accountabilities and Main Responsibilities:
- Investigate the causes of customer dissatisfaction and resolve service complaints in line with procedures and regulatory requirements.
- Undertake and report root cause analysis, identifying trends and issues that arise by process, product or complaint type, including gaps in policies, procedures and training.
- Identify opportunities to build positive customer relationships and provide excellent customer service.
- Review the outcome of appeals handled by both the company, client and/or Trustee, ensuring that results and learnings are understood and that complaint handling procedures, guidelines and local processes are amended accordingly.
- Developing and delivering accurate and effective responses, via both written and verbal communication.
- Resolving complaints amicably, considering any level of redress for distress and inconvenience.
- Acting as a key contact for regulatory and ombudsman referred complaints.
- Act as a central point of reference for complaints.
- Provide timely and thorough feedback where there are learning points for individuals and teams.
- Provide coaching to the operational teams regarding complaint outcomes and causes.
- Encourage active compliant resolution at first point of contact and wherever possible by verbal and direct channels.
- Ensure that all complaint processes and procedures are kept up to date.
Experience & Personal Attributes:
- Experience of working in financial services organisations and/or customer service environment.
- Knowledge and experience of complaint procedures and regulatory requirements.
- Professional manner when dealing with complex complaint cases.
- A general awareness of products/services & systems used within the company.
- Strong communication skills, telephone, written and face to face.
- Good PC skills including knowledge of Microsoft Word, Outlook and Excel.
- Ability to take ownership and make decisions.
- Sound negotiation skills, when dealing with complex/financial complaint cases.
- Analytical experience and ability to identify trends and root cause.
- Ability to remain calm under pressure and provide measured and well-articulated responses.
- Ability to coach and feedback effectively to teams and individuals, peers and senior managers.
- Proven experience within the Financial Services/Insurance Industry.
- Process improvement skills.
- Service excellence knowledge.
- MI development and interpretation.
- Relevant complaints/financial services qualifications.
- Embraces change and continuous improvement.
- Effective interpersonal skills.
- Team working and collaboration.
- Ability to influence teams and individuals.
- Proactive and solution focused.
- Evidenced good role model behaviours.
- Strong and effective communication skills both verbal and written.
Complaints Handler 6 Month Fixed Term Contract employer: Link Group
Contact Detail:
Link Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Complaints Handler 6 Month Fixed Term Contract
✨Tip Number 1
Network like a pro! Reach out to people in the financial services sector, especially those who work in customer service or complaints handling. A friendly chat can lead to insider info about job openings and even referrals.
✨Tip Number 2
Prepare for interviews by practising common questions related to complaints handling. Think about your past experiences and how you resolved issues. We want you to showcase your analytical skills and ability to remain calm under pressure!
✨Tip Number 3
Don’t forget to follow up after interviews! A quick thank-you email can keep you fresh in their minds. Mention something specific from your conversation to show you were engaged and interested.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen. Plus, we love seeing candidates who are proactive and solution-focused, just like we are at StudySmarter.
We think you need these skills to ace Complaints Handler 6 Month Fixed Term Contract
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Complaints Handler role. Highlight your experience in customer service and complaint resolution, showing us how you meet the specific requirements mentioned in the job description.
Showcase Your Communication Skills: Since strong communication is key for this role, use clear and concise language in your written application. Give examples of how you've effectively communicated in previous roles, especially when resolving complaints or issues.
Demonstrate Analytical Thinking: We love candidates who can think critically! Include instances where you've identified trends or root causes in complaints. This will show us that you have the analytical skills needed to excel in this position.
Apply Through Our Website: Don't forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it makes the whole process smoother for everyone involved.
How to prepare for a job interview at Link Group
✨Know Your Complaints Procedures
Familiarise yourself with the complaints procedures and regulatory requirements relevant to the role. This will not only show your understanding of the industry but also demonstrate your commitment to resolving customer issues effectively.
✨Showcase Your Communication Skills
Prepare to discuss examples where you've successfully resolved complaints through strong communication. Whether it's written or verbal, being able to articulate your thoughts clearly is crucial in this role.
✨Demonstrate Analytical Thinking
Be ready to talk about how you've identified trends or root causes in past experiences. Highlighting your analytical skills will show that you can contribute to process improvements and enhance customer satisfaction.
✨Emphasise Team Collaboration
Discuss your experience working with different teams to resolve complaints. Emphasising your ability to collaborate and influence others will illustrate that you're a team player who can help foster a positive work environment.
