Complaints Handler - Glasgow, United Kingdom - Teleperformance

Teleperformance
Teleperformance
Verified Company
Glasgow, United Kingdom

3 weeks ago

Tom O´Connor

Posted by:

Tom O´Connor

beBee Recruiter
Description

Overview:

Job Title:
Financial Services Complaints Handler
(Glasgow Based)

Location:
Glasgow UK -
(Office Based)

Travel Required:
No


Department:
Customer Resolutions


Management Responsibility for:
N/A


Reports to:
Customer Resolutions Manager


Contract Type:
Full time/40 hours per week currently Mon - Fri


Salary:
£27,00.00


Job Summary / Overview
Are you ready for your new challenge?


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 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
  • 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

  • Customer focused
  • Excellent communication and influencing skills
  • Advanced relationship building and stakeholder management skills
  • Advanced levels of resilience and focus
  • Selfmotivated and can motivate others, with cando attitude
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