Complaints Handler

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: £27,000 per annum

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 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