Complaints Handler

1 week ago

Glasgow, United Kingdom Teleperformance Full time

Overview:
**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?

**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 prioritisation 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, organisational 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

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