Complaints Executive

Summary

Join Target Group as a Complaints Executive and make a real impact in the Financial Services and Technology sectors. This fully remote contract offers a starting salary of £23,809.50 for 37.5 hours per week. You will be responsible for addressing customer complaints, investigating issues, and providing resolutions. The role demands flexibility, strong communication skills, and a commitment to customer satisfaction. You will work within established procedures, meet performance targets, and identify opportunities for improvement. Target Group offers a vibrant team environment and celebrates success and innovation.

Requirements

• Have experience working in a Complaints environment, ideally within the Financial Services Industry (or other regulated industry)
• Have worked in a customer-focused department within the Financial Services industry
• Be passionate about providing fantastic levels of service for customers
• Be able to work and learn quickly in a fast-paced, fun and dynamic environment
• Care about doing a great job and exceeding expectations with the quality of your work
• Be able to work with Service Level Agreements (SLAs)
• Be calm and reassuring with your telephone manner
• Be confident in writing letters
• Be conscientious and have good attention to detail
• Be resilient
• Be proactive, inquisitive, and problem-solving by nature
• Have the ability to see things from the customer's perspective and put the customer first
• Have an understanding of the Financial Ombudsman Service (FOS) & Financial Conduct Authority (FCA)

Responsibilities

• Speak to customers regarding complaints and concerns
• Listen to customer complaints and concerns
• Investigate complaints and provide resolutions
• Reassure customers that their problems will be rectified
• Have great conversations with customers over the phone and through email
• Treat customers fairly, ensuring they have a fair and compliant outcome
• Investigate why the complaint has occurred and provide a resolution to customers both over the phone and via email
• Escalate complaints when necessary
• Identify and implement changes to prevent complaints from reoccurring
• Work within standard practices and procedures
• Achieve performance measures related to quality, avoidable complaints, and avoidable events & behaviours

Benefits

• 30 days holiday PLUS bank holidays (That's right! 30 days from Day 1)
• Defined Pension Contribution Scheme (Employer matched up to 6%)
• Employee Discount Scheme, access to discounts and offers across 100s of leading retailers
• Company Paid Private Medical Insurance (benefit in kind)
• Group Life Assurance
• Group Income Protection
• Annual Pay Review
• Discretionary Annual Bonus Scheme
• Help@Hand – Confidential access to health and wellbeing support to include Employee Assistance Program
• Free Flu Vaccinations, Eye Tests and employer contribution towards glasses
• Recognition Scheme
• Free Mortgage Advice and Support
• My Flex, our flexible benefits scheme gives colleagues access to additional benefits to supplement their core package. My Flex can save colleagues money by taking advantage of our corporate rates and also help spread the cost, through our monthly payroll deductions
• Salary Sacrifice Pension Scheme
• Technology Buying Scheme (Salary Sacrifice)
• Critical Illness Cover
• Dental Insurance
• Gym Flex - discounted annual gym/health club memberships
• Taste Cards / Gourmet Cards
• RAC Breakdown Cover
• Charitable Payroll Giving
• Cycle to work Scheme (Salary Sacrifice)
• Health Cash Plan