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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: Gain valuable experience in a dynamic environment with potential for career growth.
- Why this job: Make a real difference by improving customer experiences and driving positive change.
- Qualifications: Experience in customer service or financial services, strong communication skills required.
- Other info: Collaborative team culture with opportunities for professional development.
The predicted salary is between 30000 - 42000 £ 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 6 Month Fixed Term Contract 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 6 Month Fixed Term Contract in Liverpool
✨Tip Number 1
Get to know the company inside out! Research their values, mission, and recent news. This way, when you chat with them, you can show that you're genuinely interested and understand what they stand for.
✨Tip Number 2
Practice your communication skills! Since you'll be dealing with complaints, being able to articulate your thoughts clearly is key. Try role-playing scenarios with a friend or family member to build your confidence.
✨Tip Number 3
Network like a pro! Connect with current employees on LinkedIn or attend industry events. This can give you insider tips and might even lead to a referral, which can really boost your chances.
✨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 serious about joining our team!
We think you need these skills to ace Complaints Handler 6 Month Fixed Term Contract 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 in handling complaints effectively.
Highlight Problem-Solving Abilities: We love candidates who can think critically! In your application, share examples of how you've resolved complaints or improved processes in previous roles. This will show us that you have the analytical skills we’re looking for.
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 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. Practice articulating your thoughts clearly and concisely. You might even want to prepare examples of how you've successfully resolved complaints in the past, highlighting your verbal and written communication skills.
✨Demonstrate Problem-Solving Abilities
Be ready to discuss how you approach problem-solving. Think of specific instances where you've identified root causes of issues and implemented solutions. This will illustrate your analytical skills and ability to improve processes, which are crucial for this role.
✨Stay Calm Under Pressure
Interviews can be nerve-wracking, but remember that staying calm is essential, especially in a complaints handling role. Practice some relaxation techniques beforehand, and be prepared to answer questions about how you manage stress and maintain professionalism in challenging situations.
