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- Tasks: Deliver exceptional customer experiences by resolving complaints with empathy and clarity.
- Company: Join a leading UK banking client focused on turning frustration into loyalty.
- Benefits: Enjoy perks like discounts, wellbeing resources, and a supportive work environment.
- Other info: Fast-paced role with opportunities for personal growth and teamwork.
- Why this job: Make a real difference by helping customers navigate their challenges with care.
- Qualifications: Experience in complaint handling or banking, with strong communication skills.
The predicted salary is between 30000 - 40000 £ per year.
Pre-Employment Screening:
- Right to Work in the UK
- Criminal Record Check
- Credit Check
- Sanction Check
- CIFAS Check
- Any other relevant pre-employment screening
Please note: No holidays or time off can be taken during your first 8 weeks of employment.
Company & Role Overview:
Join Our Complaints Team - Where Empathy Meets Excellence. We believe that even when things go wrong, we have the power to make them right and better than ever. Our Complaints team sits at the heart of that mission, turning customer frustration into loyalty through empathy, insight, and action.
What You'll Be Doing:
- Deliver exceptional customer experiences by handling complaints with empathy, clarity, and care - whether it's over the phone or in writing.
- Dive deep into issues to uncover root causes, and collaborate across teams to prevent future problems before they arise.
- Champion a customer‑first culture, helping shape a service experience that is thoughtful and effective.
- Investigate each complaint thoroughly to ensure every customer receives a fair and transparent resolution.
- Be the final voice of support, resolving issues with confidence and compassion when customers need us most.
- Work through complex problems and elevate when needed, always keeping our commitment to timely and accurate outcomes; provide exceptional and efficient customer service across telephone, email, webchat, and social media channels.
- Use your problem‑solving skills to support our customers, resolve their queries, and create a positive experience.
- Ensure that all customers are supported in accordance with regulatory requirements which aim to protect our customers.
- Have excellent attention to detail.
- Be knowledgeable of our client's processes and products and how best to support the customer.
- Be driven to work towards achievable targets.
Benefits:
- Perks at Work – Savings discounts / free online classes.
- Help@Hand – Savings discounts, podcast, wellbeing resources, webinars, access to GP’s, mental health support, financial advice, legal advice.
- Critical Illness coverage up to £10,000.
- Cycle to Work scheme.
- Eyecare support voucher.
- Holiday purchase scheme.
- Length of Service awards.
- Workplace pension.
- Monthly Inspire Awards.
- Refer‑A‑Friend earns up to £1,200.
- Monthly wellbeing webinars.
- Dedicated Employee Experience Progress – Here to support TP journey.
Requirements & Qualifications:
- Seasoned complaint handler with experience in regulated environments, or at least one year in banking or financial services.
- Experience writing final responses and communicating clearly, fairly, and with impact.
- Confidence and resilience when speaking to customers – whether tough call or thoughtful email.
- Thrives in fast‑paced environments and embraces change with a positive mindset.
- Comfortable working to targets and deadlines without compromising on quality.
- Sharp eye for detail and strong sense of fairness.
- Great at simplifying complex issues and explaining them in a way that’s engaging and easy to understand.
- Quick grasp of key regulations and how they shape decisions.
- Deeply empathetic, always putting yourself in the customer’s shoes and taking full ownership of their journey.
Values:
- Process Excellence – Doing things well, always striving to improve.
- Collaboration – Enjoy working with others and as a team player.
- Communication – Speak and write clearly and confidently.
- Emotional Intelligence – Empathise, be kind, and good with others.
- Open‑Mindedness – Open to different ways of thinking and new ideas.
- Critical Thinking – Think logically when making decisions.
- Solution Orientation – Forward‑thinking mindset focused on resolving challenges.
- Entrepreneurship – Taking ownership, not afraid to take on new tasks, developing a self‑driven mindset.
Skills:
- A professional, polite and courteous telephone manner.
- Ability to deliver excellent service with outgoing nature.
- Excellent verbal communication skills.
- Good listener who can convey empathy, patience and understanding.
- Confident and proactive in dealing with difficult situations and conversations.
- High levels of accuracy and attention to detail.
- Driven to work towards achievable targets.
Customer Service Specialist - UK Banking Client - Remote in Leicester employer: Teleperformance SE
Contact Detail:
Teleperformance SE Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Specialist - UK Banking Client - Remote in Leicester
✨Tip Number 1
Get to know the company inside out! Research their values, mission, and recent news. This way, when you chat with them, you can show that you're not just another applicant but someone who genuinely cares about what they do.
✨Tip Number 2
Practice your communication skills! Whether it's a phone interview or a video call, make sure you can express your thoughts clearly and confidently. Role-play with a friend or use our resources to polish your delivery.
✨Tip Number 3
Show off your problem-solving skills! Prepare examples of how you've handled tough situations in the past. This will help you demonstrate your ability to tackle complaints with empathy and clarity, which is key for this role.
✨Tip Number 4
Don't forget to follow up! After your interview, send a quick thank-you note. 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 Customer Service Specialist - UK Banking Client - Remote in Leicester
Some tips for your application 🫡
Show Your Empathy: In your application, let us see your empathetic side! Share examples of how you've handled customer complaints in the past, focusing on how you turned frustration into satisfaction. We love candidates who can connect with customers on a personal level.
Be Clear and Concise: When writing your application, clarity is key. Use straightforward language to explain your experiences and skills. Remember, we want to see how you communicate effectively, just like you would with our customers!
Highlight Your Problem-Solving Skills: We’re looking for someone who can tackle complex issues head-on. In your application, mention specific instances where you’ve resolved challenging situations. This will show us that you have the critical thinking skills we value.
Apply Through Our Website: Don’t forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows you’re keen on joining our team at StudySmarter!
How to prepare for a job interview at Teleperformance SE
✨Know the Company Inside Out
Before your interview, take some time to research the company and its values. Understand their mission of turning customer frustration into loyalty and how they prioritise empathy in their service. This will help you align your answers with what they’re looking for.
✨Showcase Your Empathy Skills
Since the role revolves around handling complaints, be prepared to share examples of how you've dealt with difficult situations in the past. Highlight your ability to empathise with customers and resolve issues effectively, as this is key to success in the Complaints Team.
✨Prepare for Scenario Questions
Expect questions that put you in hypothetical situations related to customer complaints. Practice articulating your thought process and problem-solving skills. Use the STAR method (Situation, Task, Action, Result) to structure your responses clearly and effectively.
✨Demonstrate Attention to Detail
In a role where accuracy is crucial, be ready to discuss how you ensure high levels of detail in your work. Bring up specific instances where your attention to detail made a difference in resolving a customer issue or improving a process.