Financial Services Complaints Handler
Management Responsibility for: Travel Required : No
Location: Glasgow UK – (Hybrid - 3 Days in Office - 2 Days Work at home)
Contract Type: Full time/40 hours per week currently Mon - Fri
Main responsibilities include thorough investigation of end to end complaints. Management and resolution of customer complaints, to ensure the appropriate customer outcome is reached in line with company and the Financial Conduct Authority processes and standards.
To provide best in class customer service through excellent communication skills, both verbally and in writing.
Manage, investigate and progress multiple complaints through to resolution.
Acknowledge and resolve complaints within set timeframes, as defined by the company and FCA, both via telephone and in writing
Investigate root cause of complaint and gather information from relevant teams or stakeholders
A confident communicator who can maintain an empathetic approach whilst adhering to company policy and procedures
Regular communication with our customers, both in writing and by telephone, to gather information, address issues, concerns and objections and notify of complaint outcome
Demonstrate knowledge and awareness of compliance requirements and take responsibility for adherence to regulatory and compliance controls and quality assurance
Ensure compliance with legal and industry regulations, organizational policies and professional codes of conduct
Minimum 1 years’ experience of complaint handling within Financial Services organization
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
Is able to demonstrate experience in complex, regulated customer service environment.
Passionate about delivering excellent customer service
Is able to demonstrate excellent communication skills both verbally and in writing
Comprehensive technical/computer skills
Advanced relationship building and stakeholder management skills