At a Glance
- Tasks: Manage complex client complaints and ensure every voice is heard and supported.
- Company: Mattioli Woods, a caring financial services firm focused on client outcomes.
- Benefits: Competitive salary, hybrid working, generous holiday, and strong pension scheme.
- Other info: Join a collaborative team dedicated to client-first culture and personal growth.
- Why this job: Make a real difference in clients' lives while developing your skills in a supportive environment.
- Qualifications: Experience in managing complaints and knowledge of FCA regulations.
The predicted salary is between 35000 - 42000 £ per year.
At Mattioli Woods, we believe that resolving a complaint well isn't just about compliance, it's one of the most important things we can do for a client.
We're looking for someone who feels the same way.
As a Client Experience Partner, you'll be the person colleagues turn to on complex cases, the expert who helps the business get to the root of problems before they become complaints, and the advocate who makes sure every client feels heard, supported, and fairly treated.
It's a role that sits right at the intersection of technical expertise and genuine care and if that combination appeals to you, we'd love to hear from you.
- What you'll be doing
- own complex, high-value and sensitive complaints end-to-end, ensuring every client feels heard, supported and fairly treated
- contribute to root cause and trend analysis, working with operational teams to fix problems at the source - fewer complaints tomorrow because of the work you do today
- provide clear, confident guidance on FCA DISP requirements and complex complaint resolution across the Group
- act as the technical expert colleagues turn to when cases get difficult
- serve as escalation point for CE colleagues, sharing knowledge and building confidence on complex cases
- support and mentor junior team members in their development
- work alongside Team Directors, Compliance Oversight and senior leadership to embed a complaint-aware, client-first culture across Mattioli Woods
What we're looking for
- proven experience managing complex complaints in a financial services regulatory environment
- strong working knowledge of FCA complaint resolution rules and DISP obligations
- ability to interpret, analyse and act on complaint data and MI
- confident communicator, both written and verbal, at all levels
- experience mentoring or supporting junior team members
- highly approachable with a solutions-first mindset
- creative, logical and pragmatic when problems don't follow the rulebook
- organised and agile enough to handle a varied, demanding workload
- relevant financial services qualification such as Dip PFS would be an advantage
- What's in it for you
- Competitive salary, depending on experience
- 34.5-hour working week
- Hybrid working - a blend of home and office
- 25 days' holiday plus statutory, increasing with service
- 5% employer / 5% employee pension
- 4x salary life assurance and group income protection
- Health cash plan (Core Level 1)
- Training and development opportunities
- A supportive, collaborative team environment
- About Mattioli Woods
With decades of experience across financial services and employee benefits, Mattioli Woods is built on a simple belief: that intelligent, tailored advice, delivered by people who genuinely care, makes a lasting difference to our clients' lives.
If you want to work somewhere that takes both client outcomes and your own development seriously, you'll feel at home with us.
Client Experience Partner in Loughborough employer: Mattioli Woods
At Mattioli Woods, we pride ourselves on being an exceptional employer that fosters a supportive and dynamic work environment for our Financial Services Administrators. With a focus on career progression, competitive benefits including hybrid working options, and a collaborative team culture, you will have the opportunity to develop your expertise while making a meaningful impact on our clients. Join us to be part of a team that values your contributions and supports your professional growth.
StudySmarter Expert Advice🤫
We think this is how you could land Client Experience Partner in Loughborough
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Mattioli Woods. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Mattioli Woods before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Client Experience Partner in Loughborough
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Mattioli Woods:Your cover letter is your chance to shine! Tell us why you want to work at Mattioli Woods specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Mattioli Woods!
How to prepare for a job interview at Mattioli Woods
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
