Marcus by Goldman Sachs, Complaints Specialist, Birmingham

WeAreTechWomen; Birmingham; On-site; GBP 25,000 - 35,000; Full time

Job summary

Join a forward-thinking company where your passion for customer service and operations can truly shine. As part of a dynamic team, you'll take ownership of customer inquiries, manage complaints, and drive improvements in digital tools. Your role will be pivotal in ensuring customer satisfaction while adhering to company policies and regulatory guidelines. This is an exciting opportunity to work in a supportive environment that values innovation and personal growth, making a real impact on customer experiences every day.

Qualifications

• Experience in customer-facing roles, especially in complaints handling.
• Strong analytical skills and ability to handle objections.

Responsibilities

• Take ownership of caseload and meet deadlines.
• Communicate with customers and resolve complaints effectively.
• Support change and innovation within the team.

Skills

Customer Service

Complaints Handling

Problem Solving

Communication Skills

Time Management

Attention to Detail

Job description

OUR IMPACT

Marcus by Goldman Sachs combines 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 other capabilities to provide tools and products grounded in value, transparency, and simplicity.

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, we invite you to join our team to provide outstanding support. Our team partners across the firm to lead, manage processes, and improve digital tools, maintaining our core principles from day one.

Job Summary & Responsibilities

1. Take ownership of your caseload 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 at various stages of investigation, including resolution.
5. Coordinate with internal departments to gather information and identify improvements.
6. Accurately record and investigate complaints, resolving within regulatory timescales.
7. Make well-considered judgment calls balancing customer and business risks, providing empathetic and professional service.
8. Make prompt business decisions, considering various perspectives and outcomes.
9. Adhere to first call resolution standards to promote customer satisfaction.
10. Own customer inquiries and respond to escalated issues per procedures.
11. Meet quality standards to ensure positive customer outcomes.
12. Support change and innovation within the team.
13. Complete ongoing compliance and remedial training.
14. Identify new issues or risks and propose solutions with the customer in mind.
15. Demonstrate ownership, share best practices, and exercise common sense.

Requirements

• Experience in complaints handling is advantageous; customer-facing roles in hospitality or retail are also suitable for those seeking a career change.
• Experience in banking, professional services, or regulated environments.
• Ability to handle objections during calls, listening and balancing 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.
• High energy, adaptable, and team-oriented.
• Analytical and problem-solving skills to investigate cases thoroughly.
• Calm and focused communication, especially during challenging calls.
• Quick problem-solving ability and a positive attitude.

About Goldman Sachs

Founded in 1869, Goldman Sachs is a leading global investment banking, securities, and investment management firm headquartered in New York. We are committed to diversity, inclusion, and providing opportunities for professional and personal growth. Learn more at GS.com/careers.

We accommodate candidates with disabilities and do not discriminate based on protected characteristics.