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- Tasks: Resolve customer complaints with care and professionalism while recommending process improvements.
- Company: Join a supportive team in a dynamic department focused on customer satisfaction.
- Benefits: Earn competitive pay, enjoy no productivity targets, and access career growth opportunities.
- Other info: Inclusive workplace committed to diversity and personal growth.
- Why this job: Make a real difference in customers' lives while developing valuable conflict resolution skills.
- Qualifications: Experience in regulated customer service and strong communication skills are essential.
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:
- 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?
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.
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.
Next is proud to be a Disability Confident Employer (Level 2). We’re committed to building an inclusive, inspiring workplace where everyone feels respected, valued, and a true sense of belonging. Our aim is to support every individual to reach their full potential, whoever they are.
Complaints Handler in Enderby employer: Next
Contact Detail:
Next Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Complaints Handler in Enderby
✨Tip Number 1
Get to know the company! Research their values and culture so you can tailor your responses during interviews. This shows you're genuinely interested and helps you connect with the team.
✨Tip Number 2
Practice your communication skills! Since this role involves handling sensitive complaints, being able to articulate your thoughts clearly and empathetically is key. Try mock interviews with friends or family.
✨Tip Number 3
Showcase your problem-solving skills! Prepare examples of how you've resolved conflicts in the past. This will demonstrate your resilience and ability to handle challenging situations effectively.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, it gives you a chance to explore more about the role and the team you'll be working with.
We think you need these skills to ace Complaints Handler in Enderby
Some tips for your application 🫡
Be Yourself: When writing your application, let your personality shine through! We want to see the real you, so don’t be afraid to show your passion for helping customers and resolving complaints.
Tailor Your Application: Make sure to customise your application to highlight your relevant experience in complaint handling or customer service. We love seeing how your skills align with what we’re looking for!
Showcase Your Communication Skills: Since communication is key in this role, use clear and concise language in your application. Demonstrate your ability to write with empathy and professionalism, just like you would when dealing with a customer.
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, plus you’ll find all the info you need about the role there!
How to prepare for a job interview at Next
✨Know Your Stuff
Before the interview, make sure you understand the role of a Complaints Handler. Familiarise yourself with common complaints in the financial sector and think about how you would handle them. This will show your potential employer that you're serious about the position.
✨Show Empathy
Since this role involves dealing with sensitive customer issues, practice expressing empathy during your responses. Use examples from your past experiences where you successfully resolved complaints while maintaining a positive relationship with the customer.
✨Be Organised
During the interview, demonstrate your organisational skills. You might be asked how you prioritise tasks or manage your workload. Have a clear example ready that showcases your ability to stay on top of multiple cases and meet deadlines.
✨Communicate Clearly
Effective communication is key in this role. Practice articulating your thoughts clearly and concisely. During the interview, aim to balance professionalism with a conversational tone, as this reflects the kind of communication you'll have with customers.