Job Description:

Customer Care - Complaints Specialist

Location: South East England, Berkshire, Sleugh

Job Type: Temporary, Full-Time

Salary: £33,000 per annum

Benefits: Hybrid working arrangement with two days working from home per week

Job Description

The Customer Care - Complaints Specialist is responsible for managing and resolving customer complaints efficiently and professionally within the banking and finance sector. This role involves investigating customer concerns, liaising with relevant departments, and ensuring compliance with regulatory requirements and company policies. The post holder acts as a key point of contact for customers requiring assistance with complaints, striving to provide a positive resolution experience and maintain customer trust.

Key Responsibilities

• Receive, assess and acknowledge customer complaints in accordance with company procedures and regulatory guidelines.
• Conduct thorough investigations into complaints to establish facts and determine appropriate resolutions.
• Communicate with customers clearly and empathetically, providing timely updates on the progress of their complaint.
• Collaborate with internal teams, including legal, compliance, and operational departments, to resolve issues effectively and promptly.
• Maintain accurate records of complaints, correspondence and actions taken, ensuring data integrity and confidentiality.
• Prepare reports and provide feedback on complaint trends and service improvements to relevant stakeholders.
• Ensure all complaint handling activities comply with relevant financial regulations and internal policies.
• Promote a customer-focused culture and contribute to continuous improvement initiatives within the complaints process.

Required Qualifications

• Strong literacy and numeracy skills.
• Proven ability to handle difficult customer interactions with patience and professionalism.
• Excellent verbal and written communication skills.
• Ability to analyse information and draw reasoned conclusions.
• Competence in using standard office software and customer relationship management systems.
• Strong organisational skills, with the ability to manage multiple cases simultaneously.

Education

A minimum of five GCSEs at grade C/4 or above, including English and Mathematics, or equivalent qualifications. Additional qualifications related to customer service or financial services are advantageous.

Experience

• At least two years' experience in a customer service or complaints handling role, preferably within the banking, finance or regulated industries.
• Experience in managing customer expectations and delivering satisfactory outcomes.
• Familiarity with complaint handling frameworks and regulatory requirements within financial services.

Knowledge and Skills

• Understanding of financial products and services is desirable.
• Knowledge of relevant regulatory bodies and complaint resolution standards.
• Strong problem-solving skills and attention to detail.
• Ability to work independently and as part of a team.
• Resilience and the ability to remain calm under pressure.
• Commitment to maintaining confidentiality and data protection standards.

Preferred Qualifications

• Qualification in complaint handling, customer service or financial services (for example, Chartered Institute of Bankers or equivalent).
• Experience using complaint management or case tracking software.
• Knowledge of alternative dispute resolution processes and the Financial Ombudsman Service.

Working Conditions

This role operates on a full-time basis, with a hybrid working model that includes two days working from home each week. The position is based in an office environment in Slough, Berkshire, with standard office hours. The role may require occasional extended hours to meet deadlines or manage urgent complaints. The post holder is expected to maintain a professional appearance and adhere to company policies regarding health and safety, data protection and confidentiality.