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- Tasks: Resolve customer complaints with empathy and professionalism while suggesting process improvements.
- Company: Join a supportive team in a dynamic department focused on customer care.
- Benefits: Earn competitive pay, enjoy flexible hours, and receive comprehensive training.
- Other info: Inclusive workplace committed to diversity and career growth opportunities.
- Why this job: Make a real difference in customers' lives while developing valuable skills.
- Qualifications: Experience in regulated customer service or complaint handling is preferred.
The predicted salary is between 27400 - 27900 £ 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). 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.
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. It's an opportunity to advance your career in a dynamic department and make a lasting impact.
Responsibilities:
- Handle regulated customer complaints by investigating account histories, liaising with relevant teams, and resolving disputes relating to credits, billing, and lending within agreed timescales.
- Navigate sensitive financial discussions with empathy, turning complex complaints into positive experiences for customers.
- Identify root causes of complaints and suggest improvements to business processes and practices.
- Speak and write to customers using a mix of professional and conversational language, ensuring clarity and fairness in every outcome.
You will deal with a variety of complaints, including:
- Handling sensitive claims regarding Irresponsible Lending and investigating Credit File disputes or inaccuracies.
- Resolving Balance Disputes where billing errors or unexpected charges have occurred.
- Resolving issues where failed collections or missing items have impacted a customer's financial account.
Competitive Pay: Earn up to £16.99 per hour.
Quality over Quantity: We have no productivity targets.
Career Growth: Develop high-level conflict resolution and financial skills in a supportive environment that prepares you for future advancement. Work in a collaborative, fast-paced department where help is always at hand.
Experience: Previous experience in a regulated customer service/complaint-handling environment, within an FCA-regulated sector such as banking, financial services, or energy.
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 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.
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. If you have any questions about our commitment to diversity and inclusion, please feel free to contact our friendly recruitment team.
Legal Complaints Handler employer: Next
Contact Detail:
Next Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Legal Complaints Handler
✨Tip Number 1
Get to know the company culture! Before your interview, check out their website and social media. This will help you understand their values and how you can fit in, making it easier to connect during your chat.
✨Tip Number 2
Practice makes perfect! Role-play common interview questions with a friend or in front of a mirror. This will boost your confidence and help you articulate your thoughts clearly when discussing your experience in handling complaints.
✨Tip Number 3
Show off your problem-solving skills! Be ready to share specific examples of how you've resolved customer complaints in the past. Highlighting your ability to turn negative experiences into positive outcomes will impress the interviewers.
✨Tip Number 4
Don’t forget to follow up! After your interview, send a quick thank-you email. It shows your appreciation and keeps you fresh in their minds. Plus, it’s a great chance to reiterate your enthusiasm for the role!
We think you need these skills to ace Legal Complaints Handler
Some tips for your application 🫡
Show Your Empathy: When writing your application, make sure to highlight your ability to handle sensitive situations with care. We want to see how you can turn complex complaints into positive experiences for customers.
Be Clear and Professional: Use a mix of professional and conversational language in your written responses. Clarity is key, so ensure that your communication reflects fairness and understanding, just like we do at StudySmarter.
Demonstrate Your Initiative: We love candidates who can think on their feet! In your application, mention any past experiences where you suggested process improvements or took the lead in resolving issues. Show us how you can influence quality!
Apply Through Our Website: Don’t forget to apply through our website! It’s the best way for us to receive your application and get to know you better. We’re excited to see what you bring to the table!
How to prepare for a job interview at Next
✨Know Your Stuff
Before the interview, make sure you understand the role of a Legal 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 proactive and ready to tackle challenges head-on.
✨Empathy is Key
Since you'll be dealing with sensitive financial discussions, practice conveying empathy in your responses. Think of examples where you've turned a negative situation into a positive experience for a customer. This will demonstrate your ability to connect with customers and resolve issues effectively.
✨Showcase Your Communication Skills
Prepare to discuss how you can communicate complex information clearly and fairly. You might even want to bring along a written example of your work, like a customer response, to highlight your writing skills. This will help you stand out as someone who can balance professionalism with a conversational tone.
✨Be Ready to Suggest Improvements
The role involves influencing quality and suggesting process improvements. Think about past experiences where you've identified root causes of complaints and proposed solutions. Being able to articulate these ideas during the interview will show that you're not just a problem solver but also a forward thinker.