Complaints Handler

3 days ago

Glasgow, United Kingdom Teleperformance Full time

**Job Title**: Financial Services Complaints Handler

**Department**:Customer Resolutions

**Management Responsibility for**:N/A

**Travel Required**: No

**Reports to**: Customer Resolutions Manager

**Location**: Glasgow UK - **(Office Based)**

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

**Salary**:£27,00.00

**Job Summary / Overview**

Main responsibilities include thorough investigation of end to end complaints. 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 prioritization 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, organizational 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

**Closing Date - 16/12/2024

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