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For Companies At a Glance
- Tasks: Investigate and resolve customer complaints while enhancing service quality.
- Company: Global financial group focused on empowering clients with innovative solutions.
- Benefits: Competitive salary, professional development, and a supportive work environment.
- Why this job: Make a real difference by improving customer experiences and building relationships.
- Qualifications: Experience in customer service or financial services, strong communication skills required.
- Other info: Join a dynamic team with opportunities for growth and continuous improvement.
The predicted salary is between 36000 - 60000 £ per year.
A global, digitally enabled business that empowers a brighter future by connecting millions of people with their assets – safely, securely and responsibly. Through our two businesses MUFG Retirement Solutions and MUFG Corporate Markets, we partner with a diversified portfolio of global clients to provide robust, efficient and scalable services, purpose-built solutions and modern technology platforms that deliver world class outcomes and experiences.
Overview
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 complaint 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 12 Month Fixed Term Contract Maternity Cover in Liverpool employer: MUFG Pension & Market Services
Contact Detail:
MUFG Pension & Market Services Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Complaints Handler 12 Month Fixed Term Contract Maternity Cover in Liverpool
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend events, and connect on LinkedIn. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by practising common questions and scenarios related to complaints handling. Think about how you'd resolve specific issues and be ready to share your thought process – it shows you're proactive and solution-focused!
✨Tip Number 3
When you get an interview, don’t just talk about your experience; show them your passion for customer service. Share examples of how you've turned complaints into positive outcomes – that’s what they want to hear!
✨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 genuinely interested in joining our team and making a difference in customer service.
We think you need these skills to ace Complaints Handler 12 Month Fixed Term Contract Maternity Cover in Liverpool
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 financial services and customer service, and show how your skills align with the job description. We want to see how you can bring value to our team!
Showcase Your Communication Skills: Since strong communication is key for this role, use clear and concise language in your written application. Demonstrate your ability to articulate complex ideas simply, as this will reflect your capability to handle complaints effectively.
Highlight Problem-Solving Abilities: In your application, share examples of how you've successfully resolved complaints or improved processes in previous roles. We love seeing candidates who can think analytically and take ownership of issues, so don’t hold back on showcasing your achievements!
Apply Through Our Website: We encourage you to submit your application through our website. It’s the best way for us to receive your details directly and ensures you’re considered for the role. Plus, it shows you’re proactive and keen to join our team!
How to prepare for a job interview at MUFG Pension & Market Services
✨Know Your Stuff
Before the interview, make sure you understand the company's services and how they handle complaints. Familiarise yourself with their complaint procedures and regulatory requirements. This will show that you're genuinely interested and prepared to tackle the role.
✨Showcase Your Communication Skills
As a Complaints Handler, strong communication is key. Prepare examples of how you've effectively resolved complaints in the past, both verbally and in writing. Practise articulating your thoughts clearly and confidently, as this will be crucial during the interview.
✨Demonstrate Problem-Solving Abilities
Be ready to discuss specific instances where you've identified root causes of complaints and implemented solutions. Highlight your analytical skills and how you've used them to improve processes or customer satisfaction in previous roles.
✨Emphasise Team Collaboration
This role requires working closely with various teams. Share examples of how you've successfully collaborated with others to resolve issues or improve service delivery. Show that you can influence and coach your peers, which is vital for fostering a positive work environment.
