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For Companies At a Glance
- Tasks: Investigate and respond to customer complaints accurately and efficiently.
- Company: Join a rapidly expanding company in the Mortgage industry, embracing change and growth.
- Benefits: Enjoy fully remote work, annual bonuses, private healthcare, and subsidised gym memberships.
- Why this job: Be part of a dynamic team focused on improving customer outcomes and making a real impact.
- Qualifications: Experience in Financial Services and strong customer engagement skills are essential.
- Other info: All IT equipment provided, with full remote training and frequent staff incentives.
The predicted salary is between 28800 - 43200 £ per year.
Our client, who are within the Mortgage industry, are looking for a fully remote working Complaints Handler to join their team. The business has gone through a recent period of expansion which has resulted in a large recruitment drive. This is a really exciting time to join them!
The role will involve generating responses to complaints which may be of a complex nature or with regard to a wide range of topics, in an accurate and timely manner in adherence with policy, procedure and regulation. You will act as a process and investigative expert for both simple and complex tasks supporting improved customer outcomes.
Daily Duties for the Complaints Handler include:
- Plan and prioritise allocated workloads against agreed service standards.
- Take ownership for investigating and responding to internal and external requests accurately and efficiently.
- Competent in handling complaint calls and/or transactions and resolving challenging customer communications and queries to effective resolution.
- Ensure all work completed is done so in accordance with applicable regulation, procedure and policy whilst utilising judgement to resolve issues and record trends.
- Resolve queries or referrals from both within and outside of the team.
- Consider risk when completing daily activities.
- Provide technical knowledge as a subject matter expert (SME) and represent your area of specialism where required.
To be considered for the Complaints Handler role you will have the following skills and experience:
- Experience and knowledge of working within Financial Services is essential.
- Able to embrace change whilst adopting a positive attitude.
- Experience of working in a target driven environment centred on customer delivery.
- Understanding of Microsoft office applications.
- Able to interpret and respond clearly and effectively to verbal requests over the telephone or in writing.
- Understanding numerous/complex customer administration processes and policies.
- Experience of working in a customer facing/engagement environment and resolving customer complaints.
- Possess technical knowledge within the financial services industry around simple and complex queries and transactions.
Whats in it for you?
- Fully Remote working (No need to attend the offices. You can live anywhere in the U.K)
- All I.T equipment supplied
- Yearly annual bonus
- Employee Well-being hub
- Full remote training
- Frequent staff incentives which include high street vouchers
- Private healthcare
- Subsidized gym memberships
- Annual awards
The hours of work are Monday to Friday 9am -5.30pm with 1 hour for lunch.
Complaints Investigator/Complaints Handler (Fully Remote) employer: The Recruiters Room
Contact Detail:
The Recruiters Room Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Complaints Investigator/Complaints Handler (Fully Remote)
✨Tip Number 1
Familiarise yourself with the mortgage industry and current regulations. Understanding the specific challenges and common complaints in this sector will help you demonstrate your expertise during interviews.
✨Tip Number 2
Practice handling complex customer scenarios. Role-playing difficult complaint situations with a friend or mentor can prepare you for the types of calls you might encounter in this role.
✨Tip Number 3
Showcase your ability to work in a target-driven environment by preparing examples of how you've met or exceeded targets in previous roles. This will highlight your commitment to customer delivery.
✨Tip Number 4
Network with professionals in the financial services sector. Engaging with others in the industry can provide insights into the role and may even lead to referrals or recommendations.
We think you need these skills to ace Complaints Investigator/Complaints Handler (Fully Remote)
Some tips for your application 🫡
Understand the Role: Read the job description thoroughly to understand the key responsibilities and required skills for the Complaints Handler position. Tailor your application to highlight your relevant experience in financial services and complaint resolution.
Craft a Strong CV: Ensure your CV is up-to-date and clearly outlines your experience in handling complaints, particularly in a financial services context. Use bullet points to make it easy to read and focus on achievements that demonstrate your ability to resolve complex issues.
Write a Compelling Cover Letter: In your cover letter, express your enthusiasm for the role and the company. Highlight specific experiences that showcase your problem-solving skills and ability to work under pressure, as well as your understanding of customer service principles.
Proofread Your Application: Before submitting your application, carefully proofread all documents for spelling and grammatical errors. A polished application reflects your attention to detail, which is crucial for a role that involves investigating complaints.
How to prepare for a job interview at The Recruiters Room
✨Showcase Your Financial Services Knowledge
Make sure to highlight your experience in the financial services sector during the interview. Be prepared to discuss specific examples of how you've handled complaints or complex queries in previous roles, as this will demonstrate your expertise and understanding of the industry.
✨Demonstrate Problem-Solving Skills
Prepare to share instances where you've successfully resolved challenging customer communications. Use the STAR method (Situation, Task, Action, Result) to structure your responses, showcasing your ability to take ownership and find effective solutions.
✨Emphasise Adaptability
Since the company is experiencing growth and change, it's important to convey your ability to embrace change positively. Share examples of how you've adapted to new processes or environments in the past, which will show that you're a flexible candidate who can thrive in a dynamic setting.
✨Familiarise Yourself with Company Policies
Before the interview, take some time to research the company's policies and procedures related to complaints handling. This knowledge will not only help you answer questions more effectively but also demonstrate your genuine interest in the role and the organisation.
