Customer Service Specialist - UK Banking Client - Remote in Peterborough

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.