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)
1. Manage, investigate and progress multiple complaints through to resolution.
2. Acknowledge and resolve complaints within set timeframes, as defined by the company and FCA, both via telephone and in writing
3. Proactive prioritisation and management of own allocated workload.
4. Investigate root cause of complaint and gather information from relevant teams or stakeholders
5. A confident communicator who can maintain an empathetic approach whilst adhering to company policy and procedures
6. Regular communication with our customers, both in writing and by telephone, to gather information, address issues, concerns and objections and notify of complaint outcome
7. Demonstrate knowledge and awareness of compliance requirements and take responsibility for adherence to regulatory and compliance controls and quality assurance
8. Provide feedback, where appropriate, in line with continuous improvement culture
9. Ensure compliance with legal and industry regulations, organisational policies and professional codes of conduct
10. Maintain and develop own technical knowledge and expertise.
Main Job Requirements
11. Minimum 1 years’ experience of complaint handling within Financial Services organization
12. 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
13. Can demonstrate the ability to construct clear and concise written communications, using correct spelling and grammar
14. Is able to demonstrate experience in complex, regulated customer service environment.
15. Can confidently manage assigned workloads
16. Able to prioritise workloads to meet targets and timelines
17. Objection handling whilst remaining professional
Required Skills
18. Passionate about delivering excellent customer service
19. Attention to detail
20. Is able to demonstrate excellent communication skills both verbally and in writing
21. Comprehensive technical/computer skills
Competencies and Specific Skills
22. Customer focused
23. Excellent communication and influencing skills
24. Advanced relationship building and stakeholder management skills
25. Advanced levels of resilience and focus
26. Self-motivated and can motivate others, with can-do attitude