Complaints Handler

2 weeks ago

Glasgow, United Kingdom Diligenta Full time

**The Opportunity**
At Diligenta, we live and breathe exceptional customer service and as one of our Complaint Handlers you will be an integral part in the delivery of this. As the face of our company, you’ll be representing our brand and ensuring that no matter how our customer feels when they call, they’ll put the phone down relieved or satisfied. Due to the nature of the role, we are looking for compassionate and caring individuals that have a drive for personal and career development.

**The important bit**:

- Experience in complaint handling or financial services is required
- These are permanent, full-time jobs
- Our working hours are 37.5 hours per week, Monday to Friday between 8am and 6pm (flexible hours to fit your schedule)
- No evening or weekend shifts
- The salary is £25,000
- We are based in Glasgow, well connected via bus or train
- We offer 23 days holiday (plus bank holidays)
- If you join us, you’ll be eligible for a discretionary bonus (matched up to 6%) and a company pension

**What you’ll be doing**:
You’ll be representing a major UK financial institution by responding to queries, concerns, and complaints either through the phone or written in letters. We pride ourselves in our exceptional service and ensuring our customers put down the phone feeling satisfied. Being able to turn a negative experience to a positive experience is the heart of this role.

**Benefits**:

- We offer 23 days holiday (plus bank holidays)
- Eligibility for a discretionary bonus
- Access to our contributory pension scheme
- Support for financial services qualifications
- An expansive employee discount site saving you money on anything from your weekly food shop, to holidays, electrical goods and financial services, amongst many other great employee benefits.
- Excellent employee wellbeing and assistance support programmes
- Have previous experience dealing with Complaints
- Previous experience working within the Life and Pensions industry would be desirable
- Must have strong written and verbal communication skills.
- Ability to take ownership and investigate the root of an issue
- Have a passion for helping people and for building rapport over the phone. As the face of our company, we’re looking for someone who is a great listener, has a caring demeanour and can make our customers feel listened to and valued.
- A desire to learn. From the moment you step into our office we’ll invest in your professional development by providing extensive group and personal training that will assist you in becoming a confident and excellent Complaint Handler

**Who are Diligenta?**
Diligenta's vision is to be acknowledged as Best in-class Platform based Life and Pensions Administration Service provider. Customer service is at the heart of everything we do, and our aim is to transform our clients' operations. A business that has been described as ‘home’ by existing employees, we drive a culture that is founded on positive change and development.

Job Reference: DGENTA00972

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