Complaints Handler - Remote
Banking & Financial Services
Salary: £30,000
Work from home from day one!
Contract
Permanent, Full Time (40hrs). Hours: 8am‑8pm, Monday to Saturday. Fully flexible.
Start dates: Various from 1st June onwards.
About the role
We are looking for a highly motivated individual who delivers on customer promises and consistently demonstrates strong knowledge of products, policies and procedures within work streams. Able to work flexibly across different work streams, including responding to medium complex/regulated complaints.
Successful candidates will communicate clearly with customers and colleagues, ensuring decisions can be understood. They will thrive in a fast‑paced environment and adapt well to change.
The ideal candidate maintains adherence to policies, training & competence schemes, and risk frameworks at all times while 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
* Work within current standard compliance processes, systems, and procedures, and report simple non‑compliance issues.
* Prepare routine letters, memoranda and reports for approval, while following up on pending issues.
* Process cases, deal with complex queries and/or investigate and resolve customer problems, and may identify new customer retention or business opportunities.
* Produce accurate reports for others by collecting data from standard sources and inputting it into standard formats.
* Prepare moderately complex documents using multiple computer applications (e.g., Microsoft Office), gathering and summarising data for reports.
* Develop personal capabilities using formal and informal training opportunities.
* Process and respond to a broad range of questions and issues raised through any communication channel (in person, telephone, email, etc.).
* Collect and prepare standard data related to ongoing issues.
Who we're looking for
* Minimum 12 months experience of complaint handling in a financial services regulated environment in the UK.
* Excellent telephone manner, ability to build rapport and ensure customers feel supported and are informed of next steps.
* Excellent verbal and written communication.
* Organised, able to confidently manage assigned workloads whilst prioritising targets and deadlines.
* Excellent objection handling while remaining professional.
Values our client is looking for
* Process Excellence – Doing things well and constantly striving to improve.
* Collaboration – Working well with others as a team player.
* Communication – Speaking and writing clearly and confidently.
* Emotional Intelligence – Empathising, being kind and good with others.
* Open‑Mindedness – Open to different ways of thinking and new ideas.
* Critical Thinking – Thinking logically when making decisions.
* Solution Orientation – Forward‑thinking mindset focused on resolving challenges.
* Entrepreneurship – Taking ownership, being self‑driven and willing to take on new tasks.
Background Checking
* Right to work in the UK.
* Criminal record check.
* Credit check.
* CIFAS and sanctions checks.
* Any other associated checks.
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