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- Tasks: Engage with customers to resolve complaints and ensure satisfaction.
- Company: Target Group is a dynamic player in Financial Services and Technology, focused on innovation.
- Benefits: Enjoy 30 days holiday, remote work, and a range of health and wellness perks.
- Why this job: Join a vibrant team that values success, innovation, and customer care.
- Qualifications: Experience in complaints handling, ideally in Financial Services; strong communication skills required.
- Other info: Fully remote role with a starting salary of £23,809 and opportunities for growth.
The predicted salary is between 19000 - 26000 £ per year.
At Target Group, we\’re not just about deadlines and deliverables; we\’re about making a real impact in the Financial Services and Technology sectors. We thrive on innovation and the ability to adapt, and we\’re looking for a Complaints Executive who shares our passion for progress!
We offer a fully remote contract and a starting salary of £23,809.50
37.5 Hours Per Week, between 8am and 6pm
As a Complaints Executive with Target, you\’re accountable for speaking to our customers when things haven\’t quite gone to plan. Your role is to listen to their complaint & concerns, before investigating and providing a resolution.
Every complaint is different, so there is a need for you to be flexible in your approach. Your responsible for reassuring the customer that their problem will be rectified as effectively as possible.
More Specifically, you\’ll focus on getting it right first time and always aim to delight our customers by:
- Having great conversations with our customers over the phone and through email
- Treating our customers fairly, ensuring they have a fair and compliant outcome
- Investigating why the complaint has occurred and provide a resolution to customers both over the phone and via email
- Escalating complaints when you feel it\’s necessary
- Identifying and implementing changes to prevent complaints reoccurring
- Working within our standard practices and procedures
- Achieving the performance measures set, which include quality, avoidable complaints and avoidable events & behaviours
Requirements
We\’re looking for candidates with experience working in a Complaints environment, ideally within the Financial Services Industry (or other regulated industry).
Alternatively you\’ll have worked in a customer focused department within the Financial Services industry.
You will also be…
- Passionate about providing fantastic levels of service for our customers
- Able to work and learn quickly in a fast paced, fun and dynamic environment
- Caring about doing a great job and exceeding expectations with the quality of what you do
- Able to work with Service Level Agreements (SLA\’s)
- Calm and reassuring with their telephone manner
- Confident in writing letters
- Conscientious and has good attention to detail
- Resilient
- Pro-active, inquisitive and problem solving by nature
- Has the ability to see things from the customers perspective and put the customer first
- Understanding of the Financial Ombudsman Service (FOS) & Financial Conduct Authority (FCA)
If you\’re looking for a vibrant team that celebrates success and innovation, your journey with Target Group starts here!
Benefits
Core Benefits:
- 30 days holiday PLUS bank holidays (That\’s right! 30 days from Day 1)
- Defined Pension Contribution Scheme (Employer matched up to 6%)
- Employee Discount Scheme, access to discounts and offers across 100s of leading retailers.
- Company Paid Private Medical Insurance (benefit in kind)
- Group Life Assurance
- Group Income Protection
- Annual Pay Review
- Discretionary Annual Bonus Scheme
- Help@Hand – Confidential access to health and wellbeing support to include Employee Assistance Program
- Free Flu Vaccinations, Eye Tests and employer contribution towards glasses
- Recognition Scheme
- Free Mortgage Advice and Support
My Flex, our flexible benefits scheme gives colleagues access to additional benefits to supplement their core package. My Flex can save colleagues money by taking advantage of our corporate rates and also help spread the cost, through our monthly payroll deductions.
- Salary Sacrifice Pension Scheme
- Technology Buying Scheme (Salary Sacrifice)
- Critical Illness Cover
- Dental Insurance
- Gym Flex – discounted annual gym/health club memberships
- Taste Cards / Gourmet Cards
- RAC Breakdown Cover
- Charitable Payroll Giving
- Cycle to work Scheme (Salary Sacrifice)
- Health Cash Plan
We\’re committed to creating a Diverse & Inclusive culture through the execution of our D&I strategy, community relationships, our people & leaders.
Grow your future with us! #J-18808-Ljbffr
Complaints Executive employer: Target Group
Contact Detail:
Target Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Complaints Executive
✨Tip Number 1
Familiarise yourself with the Financial Ombudsman Service (FOS) and the Financial Conduct Authority (FCA). Understanding these regulatory bodies will not only help you in your role but also demonstrate your commitment to compliance during interviews.
✨Tip Number 2
Practice your communication skills, especially over the phone and via email. Since you'll be handling complaints, being calm and reassuring is key. Role-play scenarios with friends or family to build your confidence.
✨Tip Number 3
Showcase your problem-solving abilities by preparing examples of how you've resolved customer complaints in the past. Highlighting your proactive approach can set you apart from other candidates.
✨Tip Number 4
Research Target Group's values and recent innovations in the Financial Services sector. Being knowledgeable about the company will allow you to tailor your responses and show that you're genuinely interested in contributing to their mission.
We think you need these skills to ace Complaints Executive
Some tips for your application 🫡
Understand the Role: Read the job description carefully to understand the key responsibilities and requirements for the Complaints Executive position. Tailor your application to highlight relevant experience in handling complaints, especially in a customer-focused environment.
Highlight Relevant Experience: In your CV and cover letter, emphasise any previous roles where you dealt with customer complaints or worked in the Financial Services industry. Use specific examples to demonstrate your problem-solving skills and ability to provide excellent customer service.
Showcase Your Skills: Make sure to mention skills that are crucial for the role, such as attention to detail, resilience, and effective communication. Provide examples of how you've used these skills in past positions to resolve issues and improve customer satisfaction.
Craft a Compelling Cover Letter: Write a personalised cover letter that reflects your passion for customer service and your understanding of the company's values. Mention your enthusiasm for working in a dynamic environment and your commitment to achieving high-quality outcomes for customers.
How to prepare for a job interview at Target Group
✨Show Your Customer Service Skills
As a Complaints Executive, your ability to handle customer concerns is crucial. Be prepared to share examples of how you've successfully resolved complaints in the past, highlighting your communication skills and empathy.
✨Understand the Financial Services Landscape
Familiarise yourself with the Financial Ombudsman Service (FOS) and the Financial Conduct Authority (FCA). Demonstrating knowledge of these regulatory bodies will show that you understand the industry's standards and can navigate them effectively.
✨Demonstrate Flexibility and Problem-Solving
Every complaint is unique, so be ready to discuss how you adapt your approach based on different situations. Share specific instances where you've identified the root cause of a complaint and implemented changes to prevent it from happening again.
✨Prepare for Scenario-Based Questions
Expect to face scenario-based questions during the interview. Practice responding to hypothetical complaints, focusing on how you would reassure the customer and work towards a resolution while adhering to company policies.
