Overview
Join to apply for the Complaints Handler role at Oxbury Bank Plc
Direct message the job poster from Oxbury Bank Plc
Responsibilities
* Manage incoming complaints via phone, email, and feedback platforms
* Investigate and resolve customer complaints, delivering fair outcomes in line with regulatory requirements
* Ensuring compliance with regulatory standards by maintaining accurate records and adhering to best practices and contact strategy
* Progress complaints within agreed timescales, recording information relating to the complaint accurately
* Conduct root cause analysis to identify trends, suggest process improvements, and communicate lessons learned
* Excellent communication and interpersonal skills with a first-class telephone manner and the ability to deal with customers confidently
* Build customer relationships by actively listening and resolving complaints quickly, efficiently, and accurately. Explain policies and procedures in a courteous and patient manner
* Handle challenging situations and maintain composure
* Identify and implement effective solutions to complex issues
* Understand the background of each complaint, do the required investigations with the provided tools, and respond appropriately
* Proven ability to handle sensitive conversations with discretion, empathy and professionalism
* Work closely with internal and external stakeholders, including compliance and IT
* Undergo the required training and regulatory training, applying it in your role where necessary
* A flexible approach providing cover and assistance around the business as required, cross-skilled in all aspects of the role
* Contribute to the development of a diverse and inclusive culture
Required skills and experience
* Experience: 3+ years’ experience in a complaints’ handling role within financial services
* Ability to remain calm under pressure and manage challenging situations
* Be reliable, honest, and contribute to creating a thriving culture
* The ability to build relationships and rapport with customers, many of whom will be unhappy for various reasons
* The ability to write bespoke letters and emails, demonstrating an excellent command of spelling and grammar, as well as clearly articulating key points of your investigation
* Able to demonstrate how you can identify trends and improvements
* Ability to multi-task and work in a fast-paced environment while providing a high level of customer service
* You should be able to listen and understand issues and maintain accurate records
* Knowledge of regulatory policies within the financial services sector is desirable
Benefits
* A very competitive salary with an excellent benefits package
* 25 days holiday, plus 8 days bank holiday (this increases with service)
* Oxbury Award (Bonus scheme)
* Free Personal Training session every week
* Private Medical Healthcare
* Employee Assistance Programme
* Life Insurance
* Enhanced maternity/paternity leave
Seniority level
* Mid-Senior level
Employment type
* Full-time
Job function
* Customer Service
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