At Target Group, we're not just about deadlines and deliverables; we're about making a real impact in the Financial Services and Technology sectors. We thrive on innovation and the ability to adapt, and we're looking for a Complaints Executive who shares our passion for progress!
We offer a fully remote contract and a starting salary of £23,
Hours Per Week, between 8am and 6pm
As a Complaints Executive with Target, you’re accountable for speaking to our customers when things haven’t quite gone to plan. Your role is to listen to their complaint & concerns, before investigating and providing a resolution.
Every complaint is different, so there is a need for you to be flexible in your approach. Your responsible for reassuring the customer that their problem will be rectified as effectively as possible.
More Specifically, you'll focus on getting it right first time and always aim to delight our customers by:
1. Having great conversations with our customers over the phone and through email
2. Treating our customers fairly, ensuring they have a fair and compliant outcome
3. Investigating why the complaint has occurred and provide a resolution to customers both over the phone and via email
4. Escalating complaints when you feel it's necessary
5. Identifying and implementing changes to prevent complaints reoccurring
6. Working within our standard practices and procedures
7. Achieving the performance measures set, which include quality, avoidable complaints and avoidable events & behaviours
Requirements
We're looking for candidates with experience working in a Complaints environment, ideally within the Financial Services Industry (or other regulated industry).
Alternatively you'll have worked in a customer focused department within the Financial Services industry.
You will also be...
8. Passionate about providing fantastic levels of service for our customers
9. Able to work and learn quickly in a fast paced, fun and dynamic environment
10. Caring about doing a great job and exceeding expectations with the quality of what you do
11. Able to work with Service Level Agreements (SLA's)
12. Calm and reassuring with their telephone manner
13. Confident in writing letters
14. Conscientious and has good attention to detail
15. Resilient
16. Pro-active, inquisitive and problem solving by nature
17. Has the ability to see things from the customers perspective and put the customer first
18. Understanding of the Financial Ombudsman Service (FOS) & Financial Conduct Authority (FCA)
If you're looking for a vibrant team that celebrates success and innovation, your journey with Target Group starts here!
Benefits
Core Benefits:
19. 30 days holiday PLUS bank holidays (That's right! 30 days from Day 1)
20. Defined Pension Contribution Scheme (Employer matched up to 6%)
21. Employee Discount Scheme, access to discounts and offers across 100s of leading retailers.
22. Company Paid Private Medical Insurance (benefit in kind)
23. Group Life Assurance
24. Group Income Protection
25. Annual Pay Review
26. Discretionary Annual Bonus Scheme
27. Help@Hand – Confidential access to health and wellbeing support to include Employee Assistance Program
28. Free Flu Vaccinations, Eye Tests and employer contribution towards glasses
29. Recognition Scheme
30. Free Mortgage Advice and Support
My Flex, our flexible benefits scheme gives colleagues access to additional benefits to supplement their core package. My Flex can save colleagues money by taking advantage of our corporate rates and also help spread the cost, through our monthly payroll deductions.
31. Salary Sacrifice Pension Scheme
32. Technology Buying Scheme (Salary Sacrifice)
33. Critical Illness Cover
34. Dental Insurance
35. Gym Flex - discounted annual gym/health club memberships
36. Taste Cards / Gourmet Cards
37. RAC Breakdown Cover
38. Charitable Payroll Giving
39. Cycle to work Scheme (Salary Sacrifice)
40. Health Cash Plan
We’re committed to creating a Diverse & Inclusive culture through the execution of our D&I strategy, community relationships, our people & leaders.
Grow your future with us!