At a Glance
- Tasks: Resolve customer complaints with care and professionalism while recommending process improvements.
- Company: Join a friendly team at a leading financial services provider.
- Benefits: Earn competitive pay, enjoy no productivity targets, and access career growth opportunities.
- Other info: Dynamic environment with supportive colleagues and excellent career advancement potential.
- Why this job: Make a real difference in customers' lives while developing valuable skills.
- Qualifications: Experience in regulated customer service and strong communication skills required.
The predicted salary is between 27400 - 27400 £ per year.
Rate of pay: £14.66−£15.50 per hour (Annual Est. £27,400)
Shift: Tuesday 09:00-17:00, Wednesday 09:00-16:45, Thursday-Saturday 9:00-17:00 (36 hours per week)
Peak periods: During our peak trading periods, you’ll also be required to work an additional 4 hours per week, for up to 20 weeks of the year.
Location: Desford Road, Enderby, Leicester, LE19 4AT
Contract: 12-Month Fixed Term Contract
Training: X4 weeks of in-house training, Monday-Friday 9-5.
Are you someone who thrives on helping people and making a real difference? As a Regulated Complaint Handler in our Customer Escalations Team, you’ll be part of a small, friendly team dedicated to resolving customer complaints with care and professionalism.
In this role, you’ll not only address individual issues but also have the opportunity to influence how we serve all customers by recommending process improvements. You’ll have the freedom to use your initiative, supported by colleagues who are always ready to offer guidance and support. This is more than just a job. It's an opportunity to advance your career in a dynamic department and make a lasting impact.
A day in the life:
- Investigate & Resolve: Handle regulated customer complaints by investigating account histories, liaising with relevant teams, and resolving disputes relating to credits, billing, and lending within agreed timescales.
- Build Relationships: Navigate sensitive financial discussions with empathy, turning complex complaints into positive experiences for customers.
- Influence Quality: Identify root causes of complaints and suggest improvements to business processes and practices.
- Plan & Prioritise: Manage your cases using a diary system to organise and prioritise workloads, ensuring deadlines are met.
- Communicate with Precision: Speak and write to customers using a mix of professional and conversational language, ensuring clarity and fairness in every outcome.
What You’ll Take on
You will deal with a variety of complaints, to name a few:
- Credit & Lending: Handling sensitive claims regarding Irresponsible Lending and investigating Credit File disputes or inaccuracies.
- Financial Disputes: Resolving Balance Disputes where billing errors or unexpected charges have occurred.
- Account Credits: Investigating cases where returns haven't been credited or refunds are outstanding.
- Logistics & Service: Resolving issues where failed collections or missing items have impacted a customer's financial account.
What’s in it for me?
- Competitive Pay: Earn up to £16.99 per hour.
- Quality over Quantity: We have no productivity targets. We want you to focus on the right resolution for the customer, not just the fastest one.
- Career Growth: Develop high-level conflict resolution and financial skills in a supportive environment that prepares you for future advancement.
- Culture: Work in a collaborative, fast-paced department where help is always at hand.
What we’re looking for:
- You are a self-motivated professional with a "can-do" attitude and a passion for customer satisfaction.
- Experience: Previous experience in a regulated customer service/ complaint-handling environment, within an FCA-regulated sector such as banking, financial services, or energy.
- Communication: The ability to write and speak with clarity, empathy, and attention to detail, especially when representing our senior leadership.
- Organisation: The skill to prioritise a busy workload and meet tight deadlines.
- Resilience: A calm approach to problem-solving in a dynamic environment.
What's Next?
Our recruitment process is a simple three-step journey: first, a telephone interview to learn about your experience and suitability; second, an online letter-writing assessment, where you'll demonstrate your written communication skills through a customer response task if successful; and finally, a face-to-face interview, focused on competency-based questions to discuss your skills and how you handle real-world challenges.
In accordance with Home Office guidance, successful candidates will be required to evidence their right to work in the UK before commencement of employment. This role is not one we would typically consider for sponsorship under the Skilled Worker route due to, for example, the relevant Home Office requirements on skills level not being met.
We are committed to creating an inclusive and supportive recruitment experience. Please let us know if there’s anything you need to help you feel prepared and confident for your interview by getting in touch with us by email nextonline_careers@next.co.uk (please include "Workplace Adjustments" in the subject line), or call us on 0333 777 8166 and leave a message. (line opening times are Monday to Thursday 9am to 5pm; Friday 9am -4.45pm. Excludes bank holidays).
Regulatory Complaints Specialist in Leicester employer: Next Careers
At our Enderby location, we pride ourselves on being an excellent employer that values employee growth and a supportive work culture. As a Regulatory Complaints Specialist, you'll enjoy competitive pay, no productivity targets, and the opportunity to develop your conflict resolution skills in a collaborative environment, all while making a meaningful impact on customer satisfaction.
StudySmarter Expert Advice🤫
We think this is how you could land Regulatory Complaints Specialist in Leicester
✨Tip Number 1
Get to know the company before your interview! Research their values, mission, and recent news. This will help you tailor your answers and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice your communication skills! Since this role involves handling sensitive complaints, being able to express yourself clearly and empathetically is key. Try role-playing with a friend or family member to get comfortable.
✨Tip Number 3
Prepare for competency-based questions. Think of examples from your past experiences where you've successfully resolved conflicts or improved processes. We want to hear how you’ve made a difference!
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email can leave a lasting impression and shows your enthusiasm for the role. Plus, it’s a great way to reiterate your interest in joining their team.
We think you need these skills to ace Regulatory Complaints Specialist in Leicester
Some tips for your application 🫡
Show Your Passion:When writing your application, let your enthusiasm for helping customers shine through. We want to see that you genuinely care about making a difference and resolving complaints with empathy.
Be Clear and Concise:Use straightforward language in your written application. We appreciate clarity, so make sure your points are easy to understand and get straight to the heart of what you want to convey.
Highlight Relevant Experience:Make sure to mention any previous experience in regulated customer service or complaint handling. We’re looking for candidates who can demonstrate their skills in a similar environment, so don’t hold back!
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way to ensure your application gets to us quickly and efficiently, so don’t miss out on this opportunity!
How to prepare for a job interview at Next Careers
✨Know Your Stuff
Before the interview, make sure you understand the role of a Regulatory Complaints Specialist. Familiarise yourself with common customer complaints in the financial sector and think about how you would handle them. This will show your potential employer that you're not just interested in the job, but that you’re prepared to tackle the challenges it brings.
✨Show Empathy
Since this role involves navigating sensitive discussions, practice how you can convey empathy during your responses. Think of examples from your past experience where you turned a negative situation into a positive outcome for a customer. This will demonstrate your ability to connect with customers on a personal level.
✨Be Organised
The job requires managing multiple cases and meeting tight deadlines. During the interview, highlight your organisational skills by discussing how you prioritise tasks and manage your time effectively. You could even mention specific tools or methods you use to stay on top of your workload.
✨Prepare for Competency Questions
Expect competency-based questions that assess your problem-solving skills and resilience. Prepare by thinking of real-world examples that showcase your ability to handle complaints and suggest process improvements. Use the STAR method (Situation, Task, Action, Result) to structure your answers clearly.
