The ideal candidate will ensure adherence to policies, training & competence scheme and risk frameworks at all times, whilst delivering excellent customer service in the resolution of complaints within SLAs and deadlines. TP and client values will be displayed at all times.
Job Profile Summary
We are looking for 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. Successful candidates will be able to communicate clearly with customers and colleagues both orally and in written form, ensuring decisions can be understood by customers. You will enjoy a fast paced environment and adapt well to change.
Responsibilities
Work within current standard compliance processes, systems, and procedures, and reports simple non-compliance issues.
Prepare routine letters, memoranda and reports for approval, while following up on pending issues.
Provide a quality service to customers by processing cases, dealing with complex queries and/or investigating and resolving customer problems, and may identify new customer retention or business opportunities.
Produce accurate reports for others by collecting data from a variety of standard sources and inputting that data into standard formats.
Prepare moderately complex documents by using multiple computer applications (such as Microsoft Office), while also gathering and summarising data for reports.
Develop personal capabilities using existing formal and informal training opportunities.
Process and respond to a broad range of questions and issues raised through any communications channels (in person, telephone, email, etc.).
Collect and prepare standard data related to ongoing issues.
Qualifications
Minimum 12 months experience of complaint handling in financial services regulated environment in the UK.
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.
Excellent verbal and written communication.
Organised, able to confidently manage assigned workloads whilst prioritising targets and deadlines.
Objection handling whilst remaining professional.
Due to our success we have exciting opportunities in our Banking and Financial Service sector - You must be able to evidence minimum 1 year previous experience in Complaints Handling in Financial Services within an FCA Regulated environment (UK). Right to Work in the UK.
Criminal Record Check
Credit Check
CIFAS and Sanctions checks
Any other associated checks
Values We Look For
Process Excellence - Doing things well means something to you and you will always strive to improve on your work.
Collaboration - You enjoy working with others and you like working as a team player.
Communication - You can speak and write clearly and in a confident manner.
Emotional Intelligence - You possess the ability to be emotionally intelligent meaning you are able to empathise, be kind and be good with others.
Open-Mindedness - You are able to be open to different ways of thinking and new ideas.
Critical Thinking - You are able to think logically when making decisions.
Solution Orientation - Having a forward thinking mindset focused on resolving challenges.
Entrepreneurship - Taking ownership, not being afraid to take on new tasks, develop and having a self‑driven mindset.
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.
