At a Glance
- Tasks: Handle customer complaints, investigate issues, and drive improvements in savings and mortgage products.
- Company: Join a supportive team focused on enhancing customer experiences.
- Benefits: Enjoy a competitive salary, flexible working, and generous annual leave.
- Other info: Great career growth opportunities and lifestyle perks available.
- Why this job: Make a real difference by resolving customer issues and improving services.
- Qualifications: Experience in handling complaints and strong problem-solving skills required.
The predicted salary is between 26750 - 26750 £ per year.
Hours: 35 hours per week, Monday to Friday; permanent and secondment contracts available.
Minimum of 3 days per week to be worked in the office.
Job Overview
As a Complaint Handler within our Money team, you will take ownership of customer complaints, investigate issues, resolve disputes, and drive continuous improvement across savings and mortgage products.
Key Responsibilities
- Take ownership of complaints from initial contact to resolution, managing caseload within regulatory requirements and agreed timeframes.
- Investigate complaints, gathering information from customers, colleagues, and business areas to build a clear understanding of each case.
- Identify root causes through effective fact finding and thorough investigation.
- Provide a seamless, professional and supportive experience for customers throughout the complaints journey.
- Communicate complaint outcomes clearly, accurately and sensitively, both in writing and over the phone.
- Ensure fair, evidence based decisions are reached and resolved within regulated timeframes.
- Share insights, feedback and root cause analysis to support service improvements, enhance customer experience and contribute to colleague development.
- Required Experience & Skills
- Experience handling customer complaints, escalations or complex customer issues within a regulated environment.
- Ability to investigate issues independently, gathering information from customers, colleagues, systems and records to understand what happened and why.
- Confidence assessing evidence, applying policy and process, and using sound judgment to reach fair, balanced decisions that deliver good customer outcomes.
- Strong understanding of regulatory requirements, service standards and timescales, with the ability to act quickly to prevent potential breaches.
- Confidence handling difficult, sensitive or emotionally charged conversations whilst remaining calm, professional and empathetic.
- Strong organisational skills, with the ability to manage your own caseload and competing priorities effectively.
- Awareness that customers have different needs and circumstances, with the confidence to identify potential vulnerabilities or additional requirements and respond appropriately.
Benefits
- Annual discretionary bonus scheme
- 25 days standard annual leave + bank holidays + rising 1 day per year of service to a maximum of 30 days
- Matching employer pension contribution (up to 10% per annum)
- Colleague mortgages and access to Skipton products and services at discounted rates
- Flexible working to help balance commitments
- Private medical insurance, health and wellbeing app, volunteering opportunities, cycle to work scheme, discounted gym memberships
- Lifestyle perks such as a Home & Tech voucher, usable at John Lewis, Currys and IKEA
Complaints Handler in Skipton employer: SBS Skipton Building Society
At Skipton, we pride ourselves on being an exceptional employer, offering a dynamic work culture that fosters innovation and collaboration. As a Microsoft Power Platform Engineer, you'll enjoy a hybrid working model, generous benefits including a strong pension contribution and private medical insurance, and ample opportunities for professional growth through training and mentorship. Join us in shaping the future of automation while making a meaningful impact on our members' experiences.
Contact Details:
SBS Skipton Building Society Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Complaints Handler in Skipton
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at SBS Skipton Building Society. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like SBS Skipton Building Society before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Complaints Handler in Skipton
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to SBS Skipton Building Society:Your cover letter is your chance to shine! Tell us why you want to work at SBS Skipton Building Society specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at SBS Skipton Building Society!
How to prepare for a job interview at SBS Skipton Building Society
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
