At a Glance
- Tasks: Manage customer complaints with care and ensure fair resolutions.
- Company: Join a supportive team in a dynamic financial services environment.
- Benefits: Competitive salary, 22-25 days leave, healthcare, and gym membership.
- Other info: Fast-paced role with great career development opportunities.
- Why this job: Make a real difference by helping customers and resolving their issues.
- Qualifications: Experience in complaints handling and strong communication skills.
The predicted salary is between 30000 - 40000 £ per year.
Job Responsibilities:
- Ensure customers are treated in a fair and consistent manner.
- Manage the process relating to customer complaints and/or disputes.
- Take ownership of individual cases from receipt to conclusion.
- Handle cases to the highest standard of customer care and resolve them satisfactorily and in accordance with The Financial Conduct Authority and Treating Customers Fairly principles.
- Ensure all complaints are handled within FCA guidelines and timescales.
- Ensure that responses are clear and demonstrate that a thorough investigation has been undertaken.
- Ensure KPI’s and Quality Audit results are consistently achieving expectations.
Person Specification:
- Proven experience of working with complaints or existing knowledge in this area.
- Excellent negotiation and influencing skills.
- Excellent written and verbal communication skills with experience of writing letters.
- Strong verbal and written communication skills.
- Great active listening skills with the ability to evaluate what you hear, and then offer the right outcome for both the business and the customer.
- The ability to work independently but also in a team.
- Strong interpersonal skills with the ability to communicate effectively at all levels.
- A methodical approach to work with the ability to analyse information quickly and efficiently.
- Ability to work to tight deadlines whilst maintaining a high level of accuracy and thrive in a busy, fast-paced environment.
Benefits:
- We offer a competitive salary and excellent benefits package, including 22 days annual leave (rising to 25 days) plus bank holidays, pension, training and development, life assurance, healthcare scheme, subsidised gym membership, on-site parking, canteen and an active social committee.
Please note this is an on-site role. We are a 2023 Circle Back Initiative Employer – we commit to respond to every applicant.
Complaints Handler employer: Wright Hassall
As a Complaints Handler at our company, you will be part of a supportive and dynamic work culture that prioritises fairness and customer satisfaction. We offer a competitive salary alongside an excellent benefits package, including generous annual leave, training and development opportunities, and a vibrant social committee to enhance your work-life balance. Located on-site, our team thrives in a fast-paced environment where your contributions are valued, and your professional growth is encouraged.
StudySmarter Expert Advice🤫
We think this is how you could land Complaints Handler
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Wright Hassall. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Wright Hassall before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Complaints Handler
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Wright Hassall:Your cover letter is your chance to shine! Tell us why you want to work at Wright Hassall specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Wright Hassall!
How to prepare for a job interview at Wright Hassall
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
