Job Information
Role: Complaints Handler
Salary: £30,000 + benefits
Location: This role is fully remote - you can work at home
Contract: Permanent full time
Hours: 40 hours per week (shifts between 8am-8pm Mon-Sat)
Training: Home based for 4 weeks
Training: 2 weeks then 2 weeks Grad Bay
Checks: Right to Work in the UK, Criminal Record Check, Credit Check, CIFAS and Sanctions checks, Any other associated checks.
About the Complaints Handler role
We are looking for a highly motivated individuals who deliver on customer promises and consistently demonstrates and maintains strong knowledge of different products, policies and procedures within work streams. Able to work flexibly across different work streams including responding to medium complex/regulated complaints.
Success Attributes
Successful candidates will be able to communicate clearly with customers and colleagues both orally and in written form, ensuring decisions can be understood by customers. You will enjoy a fast paced environment and adapt well to change.
The ideal candidate will ensure adherence to policies, training & competence scheme and risk frameworks at all times, whilst delivering excellent customer service in the resolution of complaints within SLAs and deadlines. Client values will be displayed at all times.
What you'll be doing as a Complaints Handler
* Work within current standard compliance processes, systems, and procedures, and report simple non‑compliance issues.
* Prepare routine letters and reports for approval, while following up on pending issues.
* Provide a quality service to customers by processing cases, dealing with complex queries and/or investigating and resolving customer problems, and may identify new customer retention or business opportunities.
* Produce accurate reports for others by collecting data from a variety of standard sources and inputting that data into standard formats.
* Prepare moderately complex documents using multiple computer applications (such as Microsoft Office), while also gathering and summarising data for reports.
* Develop personal capabilities using existing formal and informal training opportunities.
* Process and respond to a broad range of questions and issues raised through any communications channels (in person, telephone, email, etc.).
* Collect and prepare standard data related to ongoing issues.
Qualifications
* Minimum 12 months experience of complaint handling in a financial services regulated environment in the UK.
* Excellent telephone manner, with the ability to build rapport with the customer to ensure they feel supported, receive best in class service at every touch point and have a clear understanding of next steps.
* Excellent verbal and written communication.
* Organised, able to confidently manage assigned workloads whilst prioritising targets and deadlines.
* Objection handling whilst remaining professional.
Values my client is looking for
* Process Excellence- Doing things well means something to you and you will always strive to improve on your work.
* Collaboration- You enjoy working with others and you like working as a team player.
* Communication- You can speak and write clearly and in a confident manner.
* Emotional Intelligence- You possess the ability to be emotionally intelligent meaning you are able to empathise, be kind and be good with others.
* Open-Mindedness- You are able to be open to different ways of thinking and new ideas.
* Critical Thinking- You are able to think logically when making decisions.
* Solution Orientation- Having a forward thinking mindset focused on resolving challenges.
* Entrepreneurship- Taking ownership, not being afraid to take on new tasks, develop and have a self-driven mindset.
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