Financial Services Complaints Investigator/handler - Glasgow, United Kingdom - Teleperformance

Teleperformance

Verified Company

Glasgow, United Kingdom

3 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Job Title:
Financial Services Complaints Handler

Department:
Customer Resolutions

Management Responsibility for:
N/A

Travel Required:
No

Reports to:
Customer Resolutions Manager

Location:
Glasgow UK - office based in Cuprum House, Argyle Street, Glasgow, G2 8NH

Contract Type:
Full time

Grade:

TBC

Job Summary / Overview

Main responsibilities include thorough investigation, 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 writing
Proactive prioritisation and management of own allocated workload.
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
Provide feedback, where appropriate, in line with continuous improvement culture
Ensure compliance with legal and industry regulations, organisational policies and professional codes of conduct
Maintain and develop own technical knowledge and expertise.

Main Job Requirements

Minimum 2 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
Can demonstrate the ability to construct clear and concise written communications, using correct spelling and grammar
Is able to demonstrate experience in complex, regulated customer service environment.
Can confidently manage assigned workloads
Able to prioritise workloads to meet targets and timelines
Objection handling whilst remaining professional

Required Skills:

Passionate about delivering excellent customer service
Attention to detail
Is able to demonstrate excellent communication skills both verbally and in writing
Comprehensive technical/computer skills

Competencies and Specific Skills