At a Glance
- Tasks: Resolve customer complaints and enhance service recovery experiences.
- Company: Join Standard Bank Offshore, a leading financial services group focused on Africa.
- Benefits: Gain valuable experience in a dynamic, international banking environment.
- Other info: Work in a collaborative team with opportunities for professional growth.
- Why this job: Make a real impact by improving customer satisfaction and brand reputation.
- Qualifications: Diploma in Business Commerce and 3-4 years in Personal and Private Banking.
The predicted salary is between 29700 - 36300 £ per year.
Standard Bank Offshore is the offshore arm of the Standard Bank Group, a leading Africa focused financial services group, and an innovative player on the global stage. Our international Banking, Lending, Investment, Fiduciary and Wealth Management services offer a variety of career-enhancing opportunities – plus the chance to work alongside some of the sector’s most talented, motivated professionals. Our clients range from individuals to businesses of all sizes, high net worth families and large multinational corporates and institutions. We’re passionate about creating growth in Africa and SBO is perfectly positioned to support the growth of our organisation from our office in the Isle of Man, Jersey, London, MAUs and South Africa. Bringing true, meaningful value to our clients and the communities we serve and creating a real sense of purpose for you.
NOTE: This role does not offer Relocation or Sponsorship. Applicants must be eligible to work in Isle of Man.
To resolve CHNW SA customer complaints and restore, improve and ensure a consistent and predictable branded service recovery experience to retain customers and to minimise reputational risk. To ensure that complaints are resolved according to the complaints management resolution processes.
Minimum Qualification:
Diploma in Business Commerce
Experience Required:
3-4 years experience in Personal and Private Banking. Experience in a customer facing service environment (e.g., call centre, branch). Understands the customer distribution network, service processes, products and systems; Ombudsman terms of reference, legislation and its application.
Key Outputs:
- Adhere to control structures to manage risk when dealing with customers via any channel (e.g. telephonically or in writing).
- Adhere to governance procedures when committing the bank to a resolution or outcome that has monetary value or a high risk exposure component.
- Ensure accuracy of information when resolving and capturing complaints.
- Stay abreast of internal communications.
- Identify trends and service breakdowns and highlight the discrepancies to relevant business areas (e.g., Product).
- Resolve escalated complaints received through any channel according to laid-down standards.
Behavioural Competencies:
- Adopting Practical Approaches
- Articulating Information
- Examining Information
- Meeting Timescales
- Team Working
Technical Competencies:
- Active Listening
- Difficult Calls Management
- Electronic Communications & Devices
- Query Resolution
- Risk Awareness
- Risk Identification
- Telephone Caller Handling
Complaint Management Consultant in Douglas employer: Standard Bank Group
Standard Bank Offshore is an exceptional employer, offering a dynamic work environment in the Isle of Man where you can thrive alongside talented professionals in the financial services sector. With a strong focus on employee growth and development, we provide numerous career-enhancing opportunities while fostering a culture of collaboration and innovation. Join us to make a meaningful impact in the banking industry and contribute to the growth of Africa, all while enjoying the unique advantages of working in a vibrant offshore location.
StudySmarter Expert Advice🤫
We think this is how you could land Complaint Management Consultant in Douglas
✨Tap into Campus Networks
If you're still in uni, don’t forget to engage with your campus's career services and attend finance-related events. Banks often do presentations and recruitment drives on campus, so put yourself out there and make use of these opportunities to show off your passion for the field.
✨Get Certified
Consider pursuing relevant certifications like the CFA or ACCA while you’re job hunting. They not only beef up your CV but also connect you with professional bodies which can lead to networking opportunities and even job openings in banking and financial services.
✨Connect on Professional Platforms
Join finance-focused groups on platforms like LinkedIn and engage in discussions. This can really help you stand out from the crowd, allowing potential employers to see your knowledge and interest in industry trends. Plus, you might stumble upon job postings shared exclusively within the group.
✨Apply Directly and Be Proactive
Don’t shy away from reaching out directly to firms like Standard Bank Group. Use their websites and apply through them, but also consider following up with a polite email to express your enthusiasm. Being proactive can make a huge difference in getting noticed in the competitive financial services sector.
We think you need these skills to ace Complaint Management Consultant in Douglas
Some tips for your application 🫡
Show Off Your Numbers!:In the banking and financial services world, quantifiable achievements are key. Make sure your CV highlights your grades in relevant subjects, any financial certifications you hold, and specific projects where you've delivered measurable results. Employers love to see how your skills translate into real-world success.
Tailor Your Cover Letter to the Role:When applying for a full-time position, your cover letter should make a direct connection between your experience and the job description. Don't just state your enthusiasm for finance—dive into how your background in banking or financial analysis sets you apart. Let your passion shine through while being specific about what you can bring to Standard Bank Group.
Include Relevant Financial Software Experience:If you've worked with financial modelling tools or software like Excel, SAP, or specific analytical tools during your studies or internships, bring that up! Highlighting your proficiency can really make your application pop and show you're ready to hit the ground running in a full-time role.
Research and Reflect:Before hitting that 'apply' button on Standard Bank Group's website, do a little digging. Look up their recent projects, values, and culture. Reflecting their ethos in your application can make a huge difference and show you’re genuinely interested in being part of the team!
How to prepare for a job interview at Standard Bank Group
✨Brush Up on Financial Analysis Skills
Make sure you're well-versed in financial concepts and analytical techniques relevant to banking and financial services. Get comfortable with tools like Excel for modelling or financial forecasting, as technical questions in this area are common during interviews with Standard Bank Group.
✨Prepare for Case Studies
Expect to tackle case studies that demonstrate your problem-solving skills in real-world banking scenarios. Familiarise yourself with the types of problems you might face—think risk assessments or investment evaluations—and be ready to articulate your thought process clearly.
✨Show Your Passion for Finance
Since this is a full-time position, employers at Standard Bank Group will be keen to see your genuine interest in finance. Be prepared to discuss recent industry trends or news articles that excite you, showcasing your enthusiasm and engagement with the field.
✨Network with Industry Professionals
Before your interview, reach out to current or former Standard Bank Group employees on platforms like LinkedIn. They'll offer unique insights into the company's culture and the interview process, which can give us a delightful edge in showcasing a good fit for the team.
