At a Glance
- Tasks: Resolve customer complaints efficiently and ensure a fair, empathetic service.
- Company: Join Wealthify, an award-winning online saving and investing service in Penarth.
- Benefits: Competitive salary, flexible working, private medical insurance, and generous holiday allowance.
- Other info: Dynamic team culture with opportunities for personal and professional growth.
- Why this job: Make a real difference by advocating for customers and improving their experience.
- Qualifications: 2 years of complaint handling experience and strong communication skills.
The predicted salary is between 27000 - 30000 £ per year.
- Wealthify – Complaint Handler
- Welcome to
Wealthify: an ambitious, multi-award-winning, online saving and investing service.
Based in Penarth, Wales, we want to inspire anyone to build their future wealth, by making it easy for people to do more with their money.
Our team is engaging, inquisitive, and inclusive, reflecting many different backgrounds and beliefs.
We're growing rapidly, which is why we're looking for talented, purpose-driven people who want to use and develop their skills to deliver an awesome experience to our customers.
And if that sounds like you, why not read more below?
The Role
As a Complaint Handler, you will play a vital role in ensuring that customer complaints are resolved promptly, efficiently, and to the highest standards to deliver good customer outcomes.
You will be responsible for managing the day-to-day complaint resolution process, ensuring our customers receive a fair, transparent, and empathetic service.
Key Responsibilities
- Manage formal complaint handling for the company across all its products, ensuring timely and satisfactory resolution.
- Investigate complaints thoroughly, gathering relevant information and communicating clearly with internal stakeholders and external partners.
- Identify the root causes of individual complaints and highlight potential risks or improvement areas to senior team members.
- Act as an advocate for the customer, ensuring their concerns are fully understood and addressed appropriately.
- Follow established procedures and protocols for handling complaints effectively and efficiently.
- Contribute to the continuous improvement of the complaint handling process to enhance customer satisfaction.
- Accurately record complaint data to assist management with trend analysis and regular reporting.
- Ensure full compliance with FCA regulations, DISP rules, Consumer Duty standards, and internal policies throughout the resolution process.
- Foster a culture of empathy, professionalism, and customer-centricity within the wider customer service team.
What we're looking for
We value simplicity, communication, teamwork, trust, and confidence.
These core values are what make us tick and keep us all on the same page; not just with how we work individually, but how we engage with each other and the service we offer.
- 2 years proven experience within a complaint handling role.
- A good understanding of FCA regulations, DISP rules, and Consumer Duty guidelines.
- Excellent communication and interpersonal skills, with the ability to interact effectively and clearly with customers and colleagues.
- Strong problem-solving abilities and great attention to detail.
- The ability to remain calm and composed under pressure and to handle challenging situations with empathy and professionalism.
- Proficiency in using software applications and tools for tracking and logging customer information.
- Good organisational and time management skills, with the ability to prioritise tasks effectively.
- A strong commitment to upholding our values and delivering the highest standards of service to our customers.
Benefits
What we give you in return
- Competitive salary: £27,000–£30,000 (depending on experience).
- 24 days holiday a year – plus bank holidays (you will earn an extra day holiday for each full year you're with us, up to 28 days)
- Flexible/Hybrid working
- Flexible working hours in line with business needs
And we have plenty of perks too!
- Annual discretionary bonus which is linked to both the company and individual performance.
- Private Medical Insurance
- Half a day off on your birthday
- Death in Service Cover (X3 your annual salary)
- Income Protection Insurance
- Company Pension Plan - up to 6% Matched contributions
- Free office gym
- Free parking nearby
StudySmarter Expert Advice🤫
We think this is how you could land Complaint Handler in Penarth
✨Tap into Campus Networks
If you're still in uni, don’t forget to engage with your campus's career services and attend finance-related events. Banks often do presentations and recruitment drives on campus, so put yourself out there and make use of these opportunities to show off your passion for the field.
✨Get Certified
Consider pursuing relevant certifications like the CFA or ACCA while you’re job hunting. They not only beef up your CV but also connect you with professional bodies which can lead to networking opportunities and even job openings in banking and financial services.
✨Connect on Professional Platforms
Join finance-focused groups on platforms like LinkedIn and engage in discussions. This can really help you stand out from the crowd, allowing potential employers to see your knowledge and interest in industry trends. Plus, you might stumble upon job postings shared exclusively within the group.
✨Apply Directly and Be Proactive
Don’t shy away from reaching out directly to firms like Wealthify. Use their websites and apply through them, but also consider following up with a polite email to express your enthusiasm. Being proactive can make a huge difference in getting noticed in the competitive financial services sector.
We think you need these skills to ace Complaint Handler in Penarth
Some tips for your application 🫡
Show Off Your Numbers!:In the banking and financial services world, quantifiable achievements are key. Make sure your CV highlights your grades in relevant subjects, any financial certifications you hold, and specific projects where you've delivered measurable results. Employers love to see how your skills translate into real-world success.
Tailor Your Cover Letter to the Role:When applying for a full-time position, your cover letter should make a direct connection between your experience and the job description. Don't just state your enthusiasm for finance—dive into how your background in banking or financial analysis sets you apart. Let your passion shine through while being specific about what you can bring to Wealthify.
Include Relevant Financial Software Experience:If you've worked with financial modelling tools or software like Excel, SAP, or specific analytical tools during your studies or internships, bring that up! Highlighting your proficiency can really make your application pop and show you're ready to hit the ground running in a full-time role.
Research and Reflect:Before hitting that 'apply' button on Wealthify's website, do a little digging. Look up their recent projects, values, and culture. Reflecting their ethos in your application can make a huge difference and show you’re genuinely interested in being part of the team!
How to prepare for a job interview at Wealthify
✨Brush Up on Financial Analysis Skills
Make sure you're well-versed in financial concepts and analytical techniques relevant to banking and financial services. Get comfortable with tools like Excel for modelling or financial forecasting, as technical questions in this area are common during interviews with Wealthify.
✨Prepare for Case Studies
Expect to tackle case studies that demonstrate your problem-solving skills in real-world banking scenarios. Familiarise yourself with the types of problems you might face—think risk assessments or investment evaluations—and be ready to articulate your thought process clearly.
✨Show Your Passion for Finance
Since this is a full-time position, employers at Wealthify will be keen to see your genuine interest in finance. Be prepared to discuss recent industry trends or news articles that excite you, showcasing your enthusiasm and engagement with the field.
✨Network with Industry Professionals
Before your interview, reach out to current or former Wealthify employees on platforms like LinkedIn. They'll offer unique insights into the company's culture and the interview process, which can give us a delightful edge in showcasing a good fit for the team.
