complaints handler

Capita; Cheltenham; Hybrid; GBP 24,000

Job description

Do you like working with people? Enjoy using your initiative and taking responsibility for your actions? Are you a problem solver, who’s motivated and looking for a new opportunity?

Capita is looking for a Complaints Handler to work for one of our key Financial Services accounts, on a full-time permanent basis.

The role will be investigating and handling initial complaints about various products, mainly Pensions and Life Assurance products – ideally you will have previous experience in Financial Services or Life & Pensions; however, full training will be provided on all the various products we deal with.

The role will be working on a hybrid arrangement, mainly working from home; however, there may be a need for visits to the offices in either Swindon or Cheltenham – as such you’ll need to be based commuting distance from either location.

Capita is an equal opportunity and disability confident employer.

Job title: complaints handler

Job Description:

What will you deliver?

The role of this team is to be the initial escalation point for any complaints that are made to our busy contact team. From there, you will investigate the nature of the complaint and make every effort to resolve this with the customer by telephone before any further escalation to the complaints department. Customer service and satisfaction is key to our business, so this is a very important role in a busy operation.

What are we looking for?

• Ideally previous experience within the Financial Services / Life & Pensions industry.
• Customer service experience is essential, with experience in resolving customer complaints.
• The ability to build relationships and rapport with customers, many of whom will be unhappy for various reasons.
• Able to work under pressure and manage your own workloads effectively.
• Be a team player – this team works closely together to ensure the best outcome for our customers.
• Good problem-solving skills.

What can we offer you?

In this role, you will be given fantastic training and development for your career in financial services. You will also be given the following:

• A starting salary of up to £24,000 per annum FTE equivalent dependent on experience.
• Company matched pension, life assurance, a cycle2work scheme, 15 weeks’ fully paid maternity, adoption and shared parental leave…and plenty more.
• Voluntary benefits designed to suit your lifestyle – from discounts on retail and socialising to health & wellbeing, travel and technology.

You’ll be joining a large network of experienced, innovative and dedicated individuals across multiple disciplines and sectors. There are countless opportunities to learn new skills and develop in your career, and we’ll provide the support you need to do just that. Our purpose is to create a better outcome for you.

About Capita Regulated Services

At Regulated Services, we’re transforming the world of life and pensions and mortgage services. We’re delivering responsible and sustainable services, helping our clients to respond to changing market factors and adapt to the needs of their customers both now and in the future. Our teams work with clients across the UK and Worldwide, offering a range of services from end-to-end administration, digital technology and business support to lending, account and arrears management. Join us and discover better as you shape the future of regulated services.

What’s Next?

If this role is of interest to you, please click below to register, apply and track your progress! A member of our Resourcing Team will review your application and be in touch.

Equal Opportunities

We’re an equal opportunity and Disability Confident employer, which means we recruit and develop people based on their merit and passion. We’re committed to providing an inclusive, barrier-free recruitment process and working environment for everyone. If you need the job description or application form in an alternative format (such as large print or audio), or if you’d like to discuss other changes or support you might need going forward, please email [e-mail] or call 07784 237318 and we’ll get back to you. For more information about equal opportunities and process adjustments, please visit the Capita Careers website.

Access to Work can help candidates with a physical or mental health condition or disability to get support in the hiring process, including communication support at interviews such as a British Sign Language interpreter. If you require this support you can apply for this support at https://www.gov.uk/guidance/apply-for-communication-support-at-a-job-interview-if-you-have-a-disability-or-health-condition-access-to-work.

Location: Swindon, United Kingdom

Time Type: Full time

Contract Type: Permanent