Digital Operations - Specialist

Goldman Sachs Bank AG; Birmingham; On-site; GBP 30,000 - 50,000; Full time

Job summary

An established industry player is seeking a Complaints Specialist to enhance customer service and manage complaints effectively. In this role, you will engage with customers, ensuring their concerns are addressed while maintaining compliance with company policies. You will collaborate with various departments to improve processes and tools, striving for excellence in customer satisfaction. This position offers a dynamic work environment where your problem-solving skills and attention to detail will shine. Join a team that values innovation and customer focus, and be part of a company committed to growth and development.

Qualifications

• Experience in complaints handling is advantageous but not mandatory.
• Excellent communication skills, adaptable to different audiences.

Responsibilities

• Own your case load and meet deadlines while providing professional service.
• Communicate with customers and liaise with internal departments for improvements.
• Identify new issues or risks and propose solutions to stakeholders.

Skills

Customer Service

Problem Solving

Communication Skills

Time Management

Analytical Skills

Education

Experience in Customer-Facing Roles

Experience in Banking or Professional Services

Job description

Marcus by Goldman Sachs, Complaints Specialist, Birmingham location_on Birmingham, West Midlands, England, United Kingdom

Opportunity Overview

Corporate Title: Call Center Representative

Office Location: Birmingham

Job Function: Digital Operations - Specialist

Division: Asset & Wealth Management

Our Impact

Marcus by Goldman Sachs is the firm’s direct-to-consumer business, combining the entrepreneurial spirit of a start-up with over 150 years of experience. We serve millions of customers across multiple products, leveraging innovative design, data, engineering, and core capabilities to provide powerful, transparent, and simple tools and products.

Our division ensures smooth business operations and user experience design, with customer service teams playing a vital role in upholding customer focus, process innovation, and risk management principles.

Your Impact

If you are passionate about customer service, operations, and digital tools, and want to provide solutions to customers, this role is for you. Our team of critical thinkers collaborates across the firm to lead, manage processes, and improve digital tools, maintaining high standards of customer support.

Job Summary & Responsibilities

1. Own your case load and meet deadlines
2. Review customer concerns in line with company policy and FCA guidelines
3. Use initiative to solve problems, collaborate, and make decisions
4. Communicate with customers via phone during investigations and resolution
5. Liaise with internal departments for information and improvements
6. Accurately record and investigate complaints within regulatory timescales
7. Provide empathetic, knowledgeable, and professional service, balancing customer and business risks
8. Make prompt, practical decisions, considering various perspectives
9. Follow first call resolution standards to enhance customer satisfaction
10. Respond to escalated customer issues according to procedures
11. Maintain high call and case audit quality standards
12. Support change and innovation within the team
13. Complete scheduled compliance and remedial training
14. Identify new issues or risks and propose solutions to stakeholders
15. Share best practices and demonstrate ownership in all tasks

Requirements

• Experience in complaints handling is advantageous but not mandatory; customer-facing roles in hospitality or retail are also suitable for career changers
• Experience in banking, professional services, or regulated environments
• Ability to handle objections during calls, listen actively, and balance customer and business needs
• Self-motivated, detail-oriented, positive, and able to work independently or in teams
• Excellent communication skills, adaptable to different audiences
• Strong time management and ability to prioritize
• Energetic, adaptable, and team-oriented
• Good analytical and problem-solving skills, capable of investigating cases thoroughly
• Calm and focused communication, especially during challenging calls
• Quick problem-solving and a positive attitude

About Goldman Sachs

Goldman Sachs, founded in 1869 and headquartered in New York, is a leading global investment banking, securities, and investment management firm with offices worldwide. We are committed to diversity, inclusion, and providing growth opportunities through training, benefits, and wellness programs.

We are an equal opportunity employer, respecting all characteristics protected by law.