Complaints Handler - Financial Services

Teleperformance•Concordia, KS

6d•Remote

About The Position

Complaints Handler – Banking & Financial Services (Remote) Teleperformance certified as great place to work UK in 2025! At Teleperformance, we deliver an outstanding customer experience, at every single opportunity, as a result of our commitment, passion and dedication to excellence. Due to our success we have exciting opportunities in our Banking and Financial Service sector – You must be able to evidence at least 1 years previous experience in Complaints Handling in Financial Services within an FCA Regulated environment. A highly motivated individual who delivers on customer promises and consistently demonstrates and maintains strong knowledge of different products, policies and procedures within work streams. Able to work flexibly across different work streams including responding to medium complex/regulated complaints. Main responsibilities include thorough investigation of end to end complaints. Management and resolution of customer complaints, to ensure the appropriate customer outcome is reached in line with company and the Financial Conduct Authority processes and standards. To provide best in class customer service through excellent communication skills, both verbally and in writing.

Requirements

Minimum 12 months experience of complaint handling in financial sevices is essential
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
Right to Work in the UK
Criminal Record Check
Credit Check
Any other associated checks

Responsibilities

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.