Complaints Handling jobs in Northampton

About the Company

Our client is a UK-based Shariah-compliant financial services organisation, founded in 2007, with offices in London, Milton Keynes, Birmingham and Wilmslow.

The organisation provides ethical savings products and residential property finance, with a strong focus on transparency, fairness and responsible financial services.

Operating in accordance with Shariah principles, the organisation promotes fair and responsible financial practices, with a focus on genuine trade and enterprise, equitable sharing of risk and reward, and socially responsible investment. Shariah principles also mean that finance is not used to support activities such as alcohol, tobacco, gambling, adult entertainment or the arms industry.

The organisation is committed to providing a modern, customer-focused service and creating positive outcomes for its customers.

The Role

Working as part of a customer-focused team, you will take ownership of the customer journey following completion, providing ongoing support throughout the life of the customer relationship.

You’ll be responsible for handling day-to-day enquiries, supporting customers with specific requests and managing key processes including product transfers, redemptions and additional lump sum payments.

You’ll play an important role in delivering excellent customer service, maintaining high-quality standards and achieving positive outcomes for every customer.

What You'll Be Doing

• Act as a brand ambassador, delivering a consistently high standard of customer service across all customer interactions.
• Take ownership of customer conversations and work towards first-point resolution wherever possible.
• Support customers across a range of communication channels, including telephone and email, with additional channels potentially introduced in the future.
• Identify and appropriately support vulnerable customers, tailoring your communication and approach to their individual needs.
• Handle and resolve customer complaints professionally, efficiently and with a strong focus on achieving positive outcomes.
• Manage key regulatory processes, including product switches, redemptions and additional lump sum payments.
• Produce accurate calculations to support customers through key processes.
• Act as the first point of contact for property-related and legal queries, liaising with internal and external legal teams where required.
• Develop and maintain a strong understanding of company policies and procedures to ensure customers receive accurate and timely information.
• Ensure all regulatory correspondence is issued accurately and within agreed service levels.
• Process incoming payments, allocating them to the correct customer accounts and completing internal reconciliations, including Direct Debit payments.
• Manage communications between the business, customers and third parties in relation to payments.

What We're Looking For

• Previous experience in a Customer Service environment, ideally within Financial Services.
• Excellent verbal and written communication skills.
• Strong problem-solving skills, with the ability to provide effective solutions to customer queries.
• A genuine passion for delivering excellent customer service and positive customer outcomes.
• Strong attention to detail and the ability to work accurately in a fast-paced environment.
• Excellent organisational and time-management skills, with the ability to manage multiple priorities and meet deadlines.
• The ability to work effectively as part of a customer-focused team.
• A professional, patient and empathetic approach when dealing with customers, including those who may require additional support.

Qualifications

• GCSE English and Mathematics (or equivalent).

The Ideal Candidate

You’ll be a confident and empathetic communicator who genuinely enjoys helping customers. You’ll be comfortable managing a varied workload, resolving queries and complaints, and taking ownership of customer interactions from start to finish.

Experience within financial services would be highly advantageous, particularly where you have worked in a regulated, process-driven environment.

Working Arrangements

This is an office-based role with hybrid working, offering flexibility to work from home for up to 3 days per week.

What You'll Get in Return

The successful candidate will receive a competitive and well-rounded benefits package, including:

• 25 days' holiday entitlement, increasing with service
• Pension plan
• Private medical insurance
• Dental cover
• Income protection
• Life assurance
• Employee referral bonus

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Work Location: Hybrid remote in Milton Keynes (Buckinghamshire, South East Region)