Complaints Handler

3 weeks ago


Glasgow, United Kingdom HRC Recruitment Full time

**Job Title**: Financial Services Complaints Handler

**Location**: Glasgow

**Salary**: £25,000

**Job Summary / Overview**

Main responsibilities include thorough investigation, management, and resolution of customer complaints, to ensure the appropriate customer outcome is reached in line with company and the Financial Conduct Authority processes and standards.

To provide best-in-class customer service through excellent communication skills, both verbally and in writing.

**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 the root cause of the 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

**Main Job Requirements**

Minimum 2 years’ experience in complaint handling within a 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 the next steps
- Can demonstrate the ability to construct clear and concise written communications, using correct spelling and grammar
- Can demonstrate experience in complex, regulated customer service environments.
- Can confidently manage assigned workloads
- Able to prioritise workloads to meet targets and timelines
- Objection handling whilst remaining professional

**Job Types**: Full-time, Permanent

**Salary**: £25,000.00 per year

**Benefits**:

- Company events
- Company pension
- Gym membership

Schedule:

- Monday to Friday
- No weekends

Work Location: In person

Application deadline: 03/07/2023


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