Complaints Handler

4 weeks ago


Glasgow, Glasgow City, United Kingdom Teleperformance Full time

Job Title: Financial Services Complaints Handler (Glasgow Based)

Location: Glasgow UK - (Office Based)

Travel Required: No

Department: Customer Resolutions

Management Responsibility for: N/A

Reports to: Customer Resolutions Manager

Contract Type: Full time/40 hours per week currently Mon - Fri

Salary: £27,00.00

Job Summary / Overview

Are you ready for your new challenge?

We are currently looking to grow our team of complaint handlers within our office environment based in Glasgow. The ideal candidate will have the responsibility of the end to end complaint journey. As part of this role you will communicate both written and verbally with customer, client and other stakeholders in order to ensure a full and thorough investigation has been completed and the correct resolution and outcome has been issued to the customer in line with FCA standards.

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 writingProactive prioritisation and management of own allocated workload.Investigate root cause of complaint and gather information from relevant teams or stakeholdersA confident communicator who can maintain an empathetic approach whilst adhering to company policy and proceduresRegular communication with our customers, both in writing and by telephone, to gather information, address issues, concerns and objections and notify of complaint outcomeDemonstrate knowledge and awareness of compliance requirements and take responsibility for adherence to regulatory and compliance controls and quality assuranceProvide feedback, where appropriate, in line with continuous improvement cultureEnsure compliance with legal and industry regulations, organisational policies and professional codes of conductMaintain and develop own technical knowledge and expertise.

Main Job Requirements

Minimum 1 years' experience of complaint handling within Financial Services organizationExcellent 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 stepsCan demonstrate the ability to construct clear and concise written communications, using correct spelling and grammarIs able to demonstrate experience in complex, regulated customer service environment.Can confidently manage assigned workloadsAble to prioritise workloads to meet targets and timelinesObjection handling whilst remaining professional Required SkillsPassionate about delivering excellent customer serviceAttention to detailIs able to demonstrate excellent communication skills both verbally and in writingComprehensive technical/computer skills Competencies and Specific SkillsCustomer focusedExcellent communication and influencing skillsAdvanced relationship building and stakeholder management skillsAdvanced levels of resilience and focusSelf-motivated and can motivate others, with can-do attitude


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