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- Tasks: Handle customer complaints and resolve issues efficiently.
- Company: Join a dynamic team focused on customer satisfaction in financial services.
- Benefits: Enjoy a supportive work environment with opportunities for growth.
- Why this job: Make a real impact by helping customers and improving their experience.
- Qualifications: No specific experience required; just bring your problem-solving skills!
- Other info: This role is based in Glasgow, with no travel required.
The predicted salary is between 24000 - 36000 £ per year.
Job Title: Financial Services Complaints Handler
Department: Customer Resolutions
Management Responsibility for: N/A
Travel Required: No
Reports to: Customer Resolutions Manager
Location: Glasgow UK – (Office Based)
Contract Type: Full time/40 hours per week currently Mon – Fri
Salary: £27,00.00
Job Summary / Overview
Main responsibilities include thorough investigation of end to end complaints. Management and resolution of customer complaints, to ensure the appropriate customer outcome is reached in line with company and the Financial Conduct Authority processes and standards.
To provide best in class customer service through excellent communication skills, both verbally and in writing.
Key Responsibilities and Accountabilities (may perform other duties as requested not specifically addressed in this document)
- Manage, investigate and progress multiple complaints through to resolution.
- Acknowledge and resolve complaints within set timeframes, as defined by the company and FCA, both via telephone and in writing
- Proactive prioritization and management of own allocated workload.
- Investigate root cause of complaint and gather information from relevant teams or stakeholders
- A confident communicator who can maintain an empathetic approach whilst adhering to company policy and procedures
- Regular communication with our customers, both in writing and by telephone, to gather information, address issues, concerns and objections and notify of complaint outcome
- Demonstrate knowledge and awareness of compliance requirements and take responsibility for adherence to regulatory and compliance controls and quality assurance
- Provide feedback, where appropriate, in line with continuous improvement culture
- Ensure compliance with legal and industry regulations, organizational policies and professional codes of conduct
- Maintain and develop own technical knowledge and expertise.
Main Job Requirements
- Minimum 1 years’ experience of complaint handling within Financial Services organization
- Excellent telephone manner, with the ability to build rapport with the customer to ensure they feel supported, receive best in class service at every touchpoint and have a clear understanding of next steps
- Can demonstrate the ability to construct clear and concise written communications, using correct spelling and grammar
- Is able to demonstrate experience in complex, regulated customer service environment.
- Can confidently manage assigned workloads
- Able to prioritise workloads to meet targets and timelines
- Objection handling whilst remaining professional
Required Skills
- Passionate about delivering excellent customer service
- Attention to detail
- Is able to demonstrate excellent communication skills both verbally and in writing
- Comprehensive technical/computer skills
Competencies and Specific Skills
- Customer focused
- Excellent communication and influencing skills
- Advanced relationship building and stakeholder management skills
- Advanced levels of resilience and focus
- Self-motivated and can motivate others, with can-do attitude
Closing Date – 16/12/2024
To apply – please send your CV and Covering Letter to BuildingCareers@teleperformance.co.uk and include the full job title and campaign in the subject line. Please also include your BMS number.
Please note all job vacancies advertised on BMS are for internal candidates only, no external applications through BMS will be accepted.
Complaints Handler employer: Teleperformance
Contact Detail:
Teleperformance Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Complaints Handler
✨Tip Number 1
Familiarize yourself with common financial services complaints and the regulations surrounding them. This knowledge will help you demonstrate your expertise during the interview.
✨Tip Number 2
Practice active listening skills, as they are crucial for a Complaints Handler. Being able to empathize with customers and understand their concerns will set you apart from other candidates.
✨Tip Number 3
Research StudySmarter's approach to customer service and complaint resolution. Tailoring your responses in the interview to align with our values can show that you're a great fit for our team.
✨Tip Number 4
Prepare examples from your past experiences where you've successfully resolved complaints or difficult situations. This will help you illustrate your problem-solving skills effectively during the interview.
We think you need these skills to ace Complaints Handler
Some tips for your application 🫡
Understand the Role: Make sure to thoroughly read the job description for the Complaints Handler position. Understand the key responsibilities and required skills, such as effective communication and problem-solving abilities.
Tailor Your CV: Customize your CV to highlight relevant experience in customer service or complaint resolution. Use specific examples that demonstrate your ability to handle complaints effectively.
Craft a Strong Cover Letter: Write a cover letter that reflects your understanding of the financial services industry and your passion for helping customers. Mention any relevant experience and how it aligns with the role.
Proofread Your Application: Before submitting, carefully proofread your application materials. Check for spelling and grammatical errors, and ensure that your documents are clear and professional.
How to prepare for a job interview at Teleperformance
✨Understand the Role
Make sure you have a clear understanding of what a Financial Services Complaints Handler does. Familiarize yourself with common complaints in the financial sector and think about how you would handle them.
✨Show Empathy
During the interview, demonstrate your ability to empathize with customers. Share examples from your past experiences where you successfully resolved complaints by understanding the customer's perspective.
✨Prepare for Scenario Questions
Expect scenario-based questions that assess your problem-solving skills. Practice answering questions like 'How would you handle an irate customer?' to showcase your conflict resolution abilities.
✨Research the Company
Take some time to research the company and its values. Understanding their approach to customer service will help you align your answers with their expectations during the interview.
