Complaint Handler - London, United Kingdom - Coutts

Coutts
Coutts
Verified Company
London, United Kingdom

3 weeks ago

Tom O´Connor

Posted by:

Tom O´Connor

beBee Recruiter
Description
Our people work differently depending on their jobs and needs. From hybrid working to flexible hours, we have plenty of options that help our people to thrive.


This role is based in the United Kingdom and as such all normal working days must be carried out in the United Kingdom.

Join us as a Complaints Handler

  • If you have a passion for client service and can deal with complaints in a calm and professional way, then you could thrive in this rewarding role
  • You'll have a key part to play in building trust in the bank, and you'll be recognised for your focus on doing the right thing
  • This is an opportunity to develop your career in an environment with a friendly and collaborative culture

What you'll do:


As a Complaints Handler, you'll be taking ownership of complaints and making sure that fair outcomes are achieved for our clients.

This will include making sure that due consideration is given to clients who have suffered distress, inconvenience or financial loss.

You'll be dealing directly with our stakeholders, communicating with them regularly as you resolve the complaint


Day to day, you'll be:

  • Making sure that all complaints are fully and accurately logged and updated on the complaints management system
  • Making sure that the nature of the complaint is fully investigated and understood before responding
  • Understanding and responding positively to any objections customers may have
  • Building and maintaining strong working relationships with other parts of the bank to support the delivery of fair outcomes and great customer experiences
  • Identifying areas for process, policy and service improvements

The skills you'll need:


We're looking for someone who has a passion for delivering outstanding client service in a challenging environment, with a positive attitude.

You'll have a proven ability to deliver fair outcomes in difficult situations, demonstrating empathy and patience when dealing with a range of clients.


We'll also be looking for you to demonstrate:

  • Knowledge of Investments, Mortgages, Pensions and Trusts
  • Strong communication and interpersonal skills
  • Genuine empathy for a clients's situation and needs
  • Good problem solving and decision making skills
  • Excellent attention to detail
  • The ability to manage your own workload and prioritise accordingly
More jobs from Coutts
See all jobs of Coutts