Complaints Handler - Financial Services - Remote

Teleperformance; Remote; GBP 25,000 - 30,000; Full time

Job summary

A leading customer service provider is seeking a Complaints Handler in the Banking and Financial Services sector. This remote role requires at least one year of experience in complaints handling within an FCA regulated environment. The successful candidate will manage and resolve customer complaints, ensuring excellent communication and adherence to compliance standards. Strong problem-solving and customer service skills are essential, along with an empathetic approach to customer interactions. This position offers full-time permanent employment with a structured training program.

Qualifications

• Minimum 12 months experience of complaint handling in financial services is essential.
• Excellent telephone manner with the ability to build rapport.
• Demonstrate experience in complex, regulated customer service environment.

Responsibilities

• Manage, investigate and progress multiple complaints through to resolution.
• Acknowledge and resolve complaints within set timeframes.
• Proactive prioritisation and management of own allocated workload.

Skills

Complaints handling

Communication

Critical thinking

Emotional intelligence

Solution orientation

Job description

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 year previous experience in Complaints Handling in Financial Services within an FCA Regulated environment.

• Salary: From £25,400.00 per annum
• Location: Work From Home
• Training: 2 weeks then 2 weeks Grad Bay
• Contract: Permanent, Full Time (40hrs) (must be fully flex)
• Right to Work in the UK
• Criminal Record Check
• Credit Check
• Any other associated checks

Values we look for you to have:

• 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 have a self‑driven mindset.

Job Profile Summary

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.

Job Description

• 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.

Main Job Requirements

• Minimum 12 months experience of complaint handling in financial services 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.

Disclaimer

Please be vigilant against job scams. Teleperformance will never contact you about anything other than your application through our official channels – UK phone number, text or Teleperformance or talent.icims email address. If you receive any suspicious communications claiming to be from Teleperformance, please disregard them and report the incident to our team. Your security is our priority.

Disclaimer

Please note, only candidates who meet specific language proficiency scores will be able to proceed on this campaign, which supersedes any other pass mark you may receive. Where you pass the assessment but not the above requirements we will endeavour to find other suitable roles for you; however this may not be possible, in this instance we reserve the right to reject your application.

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