Job Title: Financial Services Complaints HandlerDepartment: Customer ResolutionsManagement Responsibility for: N/ATravel Required: NoReports to: Customer Resolutions ManagerLocation: Glasgow UK – (Hybrid - 3 Days in Office - 2 Days Work at home)Contract Type: Full time/40 hours per week currently Mon - FriSalary: £27,00.00Job Summary / Overview 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. Key Responsibilities and Accountabilities (may perform other duties as requested not specifically addressed in this document) 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 writingProactive prioritization and management of own allocated workload.Investigate root cause of complaint and gather information from relevant teams or stakeholdersA confident communicator who can maintain an empathetic approach whilst adhering to company policy and proceduresRegular communication with our customers, both in writing and by telephone, to gather information, address issues, concerns and objections and notify of complaint outcomeDemonstrate knowledge and awareness of compliance requirements and take responsibility for adherence to regulatory and compliance controls and quality assuranceProvide feedback, where appropriate, in line with continuous improvement cultureEnsure compliance with legal and industry regulations, organizational policies and professional codes of conductMaintain and develop own technical knowledge and expertise. Main Job Requirements Minimum 1 years’ experience of complaint handling within Financial Services organizationExcellent 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 stepsCan demonstrate the ability to construct clear and concise written communications, using correct spelling and grammarIs able to demonstrate experience in complex, regulated customer service environment.Can confidently manage assigned workloadsAble to prioritise workloads to meet targets and timelinesObjection handling whilst remaining professional Required Skills Passionate about delivering excellent customer serviceAttention to detailIs able to demonstrate excellent communication skills both verbally and in writingComprehensive technical/computer skills Competencies and Specific SkillsCustomer focusedExcellent communication and influencing skillsAdvanced relationship building and stakeholder management skillsAdvanced levels of resilience and focusSelf-motivated and can motivate others, with can-do attitude Closing Date - 16/12/2024To apply - please send your CV and Covering Letter to BuildingCareers@teleperformance.co.uk and include the full job title and campaign in the subject line. Please also include your BMS number.Please note all job vacancies advertised on BMS are for internal candidates only, no external applications through BMS will be accepted.