Complaints Handler (Hiring Immediately)

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Job Title: Complaints Handler (Hiring Immediately)

Teleperformance is currently seeking a Complaints Handler to join their Customer Resolutions department in Lanarkshire, Scotland. This position is full-time, with a commitment of 40 hours per week (Monday to Friday), and allows for a hybrid working model where employees work three days in the office and two days from home.

Job Overview

The role of a Complaints Handler involves a thorough investigation of customer complaints to ensure effective resolutions. Candidates must adhere to both company guidelines and the standards set by the Financial Conduct Authority (FCA). The job requires the ability to provide excellent customer service through effective communication, both verbally and in writing.

Main Responsibilities

The key responsibilities for this role include:

• Managing and investigating complaints: You will be responsible for progressing multiple complaints through to resolution while acknowledging and resolving them within the set timeframes established by the company and FCA.

• Customer communication: Regular communication with customers is crucial to gather information, address their concerns, and notify them of the outcomes of their complaints.

• Adhering to compliance: It’s essential to ensure compliance with legal and industry regulations, organizational policies, and quality assurance measures.

• Root cause analysis: Investigate the root causes of complaints and collaborate with relevant teams or stakeholders to gather information.

• Feedback and improvement: Provide feedback in alignment with a culture of continuous improvement to enhance customer service processes and protocols.

Required Skills and Competencies

To successfully fulfill the role of Complaints Handler, candidates should possess the following skills and qualifications:

• Experience: At least one year of experience in complaint handling within a financial services organization is required.

• Communication skills: Excellent telephone manner and written communication skills are critical. You must be able to construct clear, concise written communications while demonstrating correct spelling and grammar.

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• Customer service passion: A demonstrable passion for delivering excellent customer service is paramount.

• Detail-oriented: Attention to detail is vital to ensure accuracy in complaints management and communication.

• Technical skills: Proficient computer skills are necessary for managing data and conducting investigations efficiently.

• Resilience: Candidates should possess a high level of focus and resilience, demonstrating the ability to manage assigned workloads effectively.

Work Environment

This position is characterized by a hybrid work arrangement, where the selected candidate will work three days in an office setting based in Glasgow and two days from home. This flexibility can greatly enhance work-life balance, a valuable aspect for many job seekers in today's employment landscape.

Salary and Application Process

The salary for the Complaints Handler role is set at £27,000 per annum. Candidates interested in applying should submit a CV and Covering Letter to BuildingCareers@teleperformance.co.uk. It is advised to include the full job title and campaign in the subject line, as well as your BMS number. Please note that this vacancy is specific to internal candidates only, and external applications will not be considered through this platform.

Conclusion

In summary, the Complaints Handler position at Teleperformance presents a compelling opportunity for individuals interested in working in a customer service capacity within the financial services sector. The role not only offers a competitive salary and a flexible work environment but also provides the chance to develop critical skills in customer complaint resolution and communication. If you thrive in a fast-paced environment and are passionate about providing exemplary service to customers, this could be a great fit for you.

This job offer was originally published on jooble.com