Complaints Handler (Hiring Immediately)

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Job Overview

Teleperformance is currently hiring a Complaints Handler in Glasgow, UK. This is a full-time position where you will primarily be responsible for managing and resolving customer complaints within a Financial Services setting. The role offers a hybrid working model, requiring three days at the office and two days working from home. Applicants should be prepared to engage in regular customer interactions to ensure that complaints are handled efficiently and effectively.

Employer Details

The employer for this role is Teleperformance, a renowned company in customer management outsourcing, known for maintaining a high standard of service across various industries, particularly within the financial sector.

Job Title

The formal title of the position is Financial Services Complaints Handler.

Job Responsibilities

As a Complaints Handler, your day-to-day responsibilities will include:

• Investigating and resolving customer complaints in a thorough manner, ensuring adherence to both the company's and the Financial Conduct Authority (FCA) standards.
• Acknowledging complaints promptly and working to resolve them within the prescribed timeframes via phone and written communication.
• Proactively managing your allocated workload to prioritize urgent complaints and ensuring effective resolutions.
• Gathering necessary information related to complaints from various teams and stakeholders to aid in the resolution process.
• Maintaining regular communication with customers to keep them informed on the progress of their complaints and the outcomes achieved.
• Ensuring compliance with legal and regulatory standards relevant to the financial sector, as well as adhering to company policies.
• Contributing to a culture of continuous improvement by providing feedback based on the complaints handled.
• Updating your technical knowledge and maintaining expertise in the relevant compliance requirements.

Required Qualifications and Skills

To qualify for this position, the following qualifications and skills are necessary:

• A minimum of 1 year of experience in handling complaints within a financial services organization.
• Possess exemplary telephone manners, complemented by strong rapport-building skills to provide top-tier customer service.
• Ability to construct and deliver clear, concise communications both verbally and in writing, ensuring correct grammar and spelling.
• Experience working in complex, regulated customer service environments.
• Competence in managing assigned workloads efficiently while meeting targets and deadlines.
• Skill in handling objections professionally, retaining a customer-first approach.

Key Personal Attributes

In addition to the required qualifications, successful candidates should exhibit the following personal attributes:

• A passion for delivering exceptional customer service, showcasing genuine care for customer experience.
• Attention to detail, ensuring procedures and standards are strictly followed.
• Strong communication skills that facilitate effective interactions with customers and stakeholders.
• Advanced capabilities in relationship building, exemplifying strong stakeholder management skills.
• Resilience and focus, demonstrating the ability to bounce back from challenges while retaining a positive attitude.
• Self-motivation, with the ability to encourage and inspire peers to excel in their roles as well.

Salary and Benefits

The salary for the Complaints Handler position is set at £27,000 annually. Given the nature of the role and the hybrid working model, candidates can expect a supportive environment that promotes work-life balance while ensuring accountability.

Working Environment

This role necessitates a commitment of 40 hours per week, specifically from Monday to Friday. As mentioned, it follows a hybrid model where employees will spend three days working from the office and two days working remotely. This flexibility aims to create a more adaptive working environment, which can enhance productivity and personal satisfaction.

Application Process

Interested candidates should send their CV and Cover Letter to the provided email, clearly including the job title and any campaign numbers in the subject line. The application deadline is December 16, 2024. It’s also important to note that this job listing is intended solely for internal applicants of the company.

Conclusion

If you are passionate about customer service, possess the required qualifications, and are looking for a meaningful role in financial services, consider applying to be a Complaints Handler with Teleperformance in Glasgow. This role not only provides a competitive salary but also offers an excellent opportunity to develop your professional skills in a company that values customer satisfaction and compliance.

This job offer was originally published on jooble.com