14 jobs found

Job Title: Financial Services Complaints Operations Resolutions Manager Department: Customer Resolutions Management Responsibility for: Management of Team Leaders and the Complaints Operation Reports to : Call Centre Manager Location: UK WAHA Contract Type: Full time ( 40 hours per week) Job Summary / Overview Main responsibilities of the role to manage, control and evaluate the correct functioning of an operation of Complaints Handlers, who are responsible for thorough investigations, management and resolution of end to end customer complaints. You will be responsible for delivering performance and driving quality assurance in line with company and the Financial Conduct Authority processes and standards. Your role will also focus on managing the operation and Team Leaders, to feedback and gain insight on complaints root cause, recommending solutions to help reduce complaints volumes to all stakeholders. As the Complaints Operations Manager, you will be responsible for delivering performance and employee engagement, which will in turn drive customer and client satisfaction. We are looking for an individual who will deliver a positive, productive and engaging team culture with the ability to lead, inspire, motivate, coach and support people to deliver exceptional levels when delivering correct outcomes for our customers To ensure your team provide best in class customer service through excellent communication skills, both verbally and in writing. Key Responsibilities and Accountabilities (may perform other duties as requested not specifically addressed in this document) Ensure your Operation delivers an excellent customer experience for all customers with cause for complaint, ensuring standards and timelines conform to company and FCA standards Continually review and measure productivity and quality assurance against required standards, taking any necessary action to improve performance and capability Liaise with senior leaders within the company and client, providing regular reporting and analysis relating to the activity within your team Be point of escalation for all escalated complaints from the client Communicate accurately and professionally with the ability to make informed decisions Ensure any material operational and conduct risks are identified, raised and managed in accordance with process and standards Identify root cause and have the ability to report and recommend any actions for continuous improvement Maintain effective control of all aspects of people processes including: absence management, 121's, disciplinary, capability & grievance procedures, employee relations, performance management and all other employment related issues ensuring they are managed in line with policy frameworks Main Job Requirements Minimum 3 years' experience of complaint handling within a Financial Services organisation, and minimum 2 year in management role Can demonstrate the ability to construct clear and concise written communications, using correct spelling and grammar, specific to formal complaints Is able to demonstrate experience in complex, regulated customer service environment Can confidently manage assigned workloads at a team level Able to prioritise workloads to meet targets and timelines Required Skills Previous management experience within a Financial Services organization, with extensive knowledge of formal complaint handling Passionate about people engagement and delivering excellent customer service Attention to detail Is able to demonstrate excellent communication skills both verbally and in writing Comprehensive technical/computer skills Identifying RCA complaints types and actioning possible solutions to reduce said complaints Competencies and Specific Skills People focused Is charismatic and engaging Excellent communication and influencing skills Advanced relationship building and stakeholder management skills Advanced levels of resilience and focus Self-motivated and can motivate others, with can-do attitude

Complaints Handler - Banking & Financial Services (Remote) Teleperformance certified as great place to work UK in 2023! . 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 years previous experience in the Banking and Financial Service Industry Start Dates : Nov 2025 Salary : £14.16 per hour Location : Work From Home Shifts : Full Time 8am-8pm Mon-Sat (Subject to Change) Training : 2 weeks then 2 weeks Grad Bay Contract : Permanent Background Checking : 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. Communicates clearly with customers and colleagues both orally and in written form, ensuring decisions can be understood by customers. Enjoys a fast paced environment and adapts well to change. Ensures adherence to policies, Training & Competence scheme and risk frameworks at all times whilst delivering excellent customer service in the resolution of complaints within SLAs and deadlines. Job Description Works within current standard compliance processes, systems, and procedures, and reports simple non-compliance issues. Prepares routine letters, memoranda and reports for approval, while following up on pending issues. Provides a quality service to customers by processing cases, dealing with complex queries and/or investigating and resolving customer problems, and may identify new customer retention or business opportunities. Produces accurate reports for others by collecting data from a variety of standard sources and inputting that data into standard formats. Prepares moderately complex documents by using multiple computer applications (such as Microsoft Office), while also gathering and summarising data for reports. Develops personal capabilities using existing formal and informal training opportunities. Processes and responds to a broad range of questions and issues raised through any communications channels (in person, telephone, email, etc.). Collects and prepares standard data related to ongoing issues. 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, this 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.

Complaints Handler - Banking & Financial Services (Remote) Teleperformance certified as great place to work UK in 2023! . 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 years previous experience in the Banking and Financial Service Industry Start Dates : Nov 2025 Salary : £14.16 per hour Location : Work From Home Shifts : Full Time 8am-8pm Mon-Sat (Subject to Change) Training : 2 weeks then 2 weeks Grad Bay Contract : Permanent Background Checking : 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. Communicates clearly with customers and colleagues both orally and in written form, ensuring decisions can be understood by customers. Enjoys a fast paced environment and adapts well to change. Ensures adherence to policies, Training & Competence scheme and risk frameworks at all times whilst delivering excellent customer service in the resolution of complaints within SLAs and deadlines. Job Description Works within current standard compliance processes, systems, and procedures, and reports simple non-compliance issues. Prepares routine letters, memoranda and reports for approval, while following up on pending issues. Provides a quality service to customers by processing cases, dealing with complex queries and/or investigating and resolving customer problems, and may identify new customer retention or business opportunities. Produces accurate reports for others by collecting data from a variety of standard sources and inputting that data into standard formats. Prepares moderately complex documents by using multiple computer applications (such as Microsoft Office), while also gathering and summarising data for reports. Develops personal capabilities using existing formal and informal training opportunities. Processes and responds to a broad range of questions and issues raised through any communications channels (in person, telephone, email, etc.). Collects and prepares standard data related to ongoing issues. 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, this 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.

Job Title: Financial Services Complaints Team Leader Department: Customer Resolutions Management Responsibility for: Management of a Team up to 15 Complaints handlers Reports to : Operations Manager Location: UK Work at Home Contract Type: Full time ( 40 hours per week) Job Summary / Overview Main responsibilities of the role include leading a team of Complaints Handlers who are responsible for thorough investigations, management and resolution of end to end customer complaints. You will be responsible for delivering performance and driving quality assurance in line with company and the Financial Conduct Authority processes and standards. Your role will also focus on feedback and insight on complaints root cause, recommending solutions to help reduce complaints volumes to all stakeholders. As the Customer Resolutions Manager, you will be responsible for delivering performance and employee engagement, which will in turn drive customer and client satisfaction. We are looking for an individual who will deliver a positive, productive and engaging team culture with the ability to lead, inspire, motivate, coach and support people to deliver exceptional levels when delivering correct outcomes for our customers To ensure your team provide best in class customer service through excellent communication skills, both verbally and in writing. Key Responsibilities and Accountabilities (may perform other duties as requested not specifically addressed in this document) Ensure your team deliver an excellent customer experience for all customers with cause for complaint, ensuring standards and timelines conform to company and FCA standards Continually review and measure productivity and quality assurance against required standards, taking any necessary action to improve performance and capability Liaise with senior leaders within the company and client, providing regular reporting and analysis relating to the activity within your team Be point of escalation for all escalated complaints Communicate accurately and professionally with the ability to make informed decisions Ensure any material operational and conduct risks are identified, raised and managed in accordance with process and standards Identify root cause and have the ability to report and recommend any actions for continuous improvement Maintain effective control of all aspects of people processes including: absence management, 121's, disciplinary, capability & grievance procedures, employee relations, performance management and all other employment related issues ensuring they are managed in line with policy frameworks Main Job Requirements Minimum 2 years' experience of complaint handling within a Financial Services organisation, and minimum 1 year in management role Can demonstrate the ability to construct clear and concise written communications, using correct spelling and grammar, specific to formal complaints Is able to demonstrate experience in complex, regulated customer service environment Can confidently manage assigned workloads at a team level Able to prioritise workloads to meet targets and timelines Required Skills Previous management experience within a Financial Services organization, with extensive knowledge of formal complaint handling Passionate about people engagement and delivering excellent customer service Attention to detail Is able to demonstrate excellent communication skills both verbally and in writing Comprehensive technical/computer skills Identifying RCA complaints types and actioning possible solutions to reduce said complaints Competencies and Specific Skills People focused Is charismatic and engaging Excellent communication and influencing skills Advanced relationship building and stakeholder management skills Advanced levels of resilience and focus Self-motivated and can motivate others, with can-do attitude

Job Title: Financial Services Complaints Operations Resolutions Manager Department: Customer Resolutions Management Responsibility for: Management of Team Leaders and the Complaints Operation Reports to : Call Centre Manager Location: UK WAHA Contract Type: Full time ( 40 hours per week) Job Summary / Overview Main responsibilities of the role to manage, control and evaluate the correct functioning of an operation of Complaints Handlers, who are responsible for thorough investigations, management and resolution of end to end customer complaints. You will be responsible for delivering performance and driving quality assurance in line with company and the Financial Conduct Authority processes and standards. Your role will also focus on managing the operation and Team Leaders, to feedback and gain insight on complaints root cause, recommending solutions to help reduce complaints volumes to all stakeholders. As the Complaints Operations Manager, you will be responsible for delivering performance and employee engagement, which will in turn drive customer and client satisfaction. We are looking for an individual who will deliver a positive, productive and engaging team culture with the ability to lead, inspire, motivate, coach and support people to deliver exceptional levels when delivering correct outcomes for our customers To ensure your team provide best in class customer service through excellent communication skills, both verbally and in writing. Key Responsibilities and Accountabilities (may perform other duties as requested not specifically addressed in this document) Ensure your Operation delivers an excellent customer experience for all customers with cause for complaint, ensuring standards and timelines conform to company and FCA standards Continually review and measure productivity and quality assurance against required standards, taking any necessary action to improve performance and capability Liaise with senior leaders within the company and client, providing regular reporting and analysis relating to the activity within your team Be point of escalation for all escalated complaints from the client Communicate accurately and professionally with the ability to make informed decisions Ensure any material operational and conduct risks are identified, raised and managed in accordance with process and standards Identify root cause and have the ability to report and recommend any actions for continuous improvement Maintain effective control of all aspects of people processes including: absence management, 121's, disciplinary, capability & grievance procedures, employee relations, performance management and all other employment related issues ensuring they are managed in line with policy frameworks Main Job Requirements Minimum 3 years' experience of complaint handling within a Financial Services organisation, and minimum 2 year in management role Can demonstrate the ability to construct clear and concise written communications, using correct spelling and grammar, specific to formal complaints Is able to demonstrate experience in complex, regulated customer service environment Can confidently manage assigned workloads at a team level Able to prioritise workloads to meet targets and timelines Required Skills Previous management experience within a Financial Services organization, with extensive knowledge of formal complaint handling Passionate about people engagement and delivering excellent customer service Attention to detail Is able to demonstrate excellent communication skills both verbally and in writing Comprehensive technical/computer skills Identifying RCA complaints types and actioning possible solutions to reduce said complaints Competencies and Specific Skills People focused Is charismatic and engaging Excellent communication and influencing skills Advanced relationship building and stakeholder management skills Advanced levels of resilience and focus Self-motivated and can motivate others, with can-do attitude

Job Title: Financial Services Complaints Team Leader Department: Customer Resolutions Management Responsibility for: Management of a Team up to 15 Complaints handlers Reports to : Operations Manager Location: UK Work at Home Contract Type: Full time ( 40 hours per week) Job Summary / Overview Main responsibilities of the role include leading a team of Complaints Handlers who are responsible for thorough investigations, management and resolution of end to end customer complaints. You will be responsible for delivering performance and driving quality assurance in line with company and the Financial Conduct Authority processes and standards. Your role will also focus on feedback and insight on complaints root cause, recommending solutions to help reduce complaints volumes to all stakeholders. As the Customer Resolutions Manager, you will be responsible for delivering performance and employee engagement, which will in turn drive customer and client satisfaction. We are looking for an individual who will deliver a positive, productive and engaging team culture with the ability to lead, inspire, motivate, coach and support people to deliver exceptional levels when delivering correct outcomes for our customers To ensure your team provide best in class customer service through excellent communication skills, both verbally and in writing. Key Responsibilities and Accountabilities (may perform other duties as requested not specifically addressed in this document) Ensure your team deliver an excellent customer experience for all customers with cause for complaint, ensuring standards and timelines conform to company and FCA standards Continually review and measure productivity and quality assurance against required standards, taking any necessary action to improve performance and capability Liaise with senior leaders within the company and client, providing regular reporting and analysis relating to the activity within your team Be point of escalation for all escalated complaints Communicate accurately and professionally with the ability to make informed decisions Ensure any material operational and conduct risks are identified, raised and managed in accordance with process and standards Identify root cause and have the ability to report and recommend any actions for continuous improvement Maintain effective control of all aspects of people processes including: absence management, 121's, disciplinary, capability & grievance procedures, employee relations, performance management and all other employment related issues ensuring they are managed in line with policy frameworks Main Job Requirements Minimum 2 years' experience of complaint handling within a Financial Services organisation, and minimum 1 year in management role Can demonstrate the ability to construct clear and concise written communications, using correct spelling and grammar, specific to formal complaints Is able to demonstrate experience in complex, regulated customer service environment Can confidently manage assigned workloads at a team level Able to prioritise workloads to meet targets and timelines Required Skills Previous management experience within a Financial Services organization, with extensive knowledge of formal complaint handling Passionate about people engagement and delivering excellent customer service Attention to detail Is able to demonstrate excellent communication skills both verbally and in writing Comprehensive technical/computer skills Identifying RCA complaints types and actioning possible solutions to reduce said complaints Competencies and Specific Skills People focused Is charismatic and engaging Excellent communication and influencing skills Advanced relationship building and stakeholder management skills Advanced levels of resilience and focus Self-motivated and can motivate others, with can-do attitude

Job Title: Financial Services Complaints Operations Resolutions Manager Department: Customer Resolutions Management Responsibility for: Management of Team Leaders and the Complaints Operation Reports to : Call Centre Manager Location: UK WAHA Contract Type: Full time ( 40 hours per week) Job Summary / Overview Main responsibilities of the role to manage, control and evaluate the correct functioning of an operation of Complaints Handlers, who are responsible for thorough investigations, management and resolution of end to end customer complaints. You will be responsible for delivering performance and driving quality assurance in line with company and the Financial Conduct Authority processes and standards. Your role will also focus on managing the operation and Team Leaders, to feedback and gain insight on complaints root cause, recommending solutions to help reduce complaints volumes to all stakeholders. As the Complaints Operations Manager, you will be responsible for delivering performance and employee engagement, which will in turn drive customer and client satisfaction. We are looking for an individual who will deliver a positive, productive and engaging team culture with the ability to lead, inspire, motivate, coach and support people to deliver exceptional levels when delivering correct outcomes for our customers To ensure your team provide best in class customer service through excellent communication skills, both verbally and in writing. Key Responsibilities and Accountabilities (may perform other duties as requested not specifically addressed in this document) Ensure your Operation delivers an excellent customer experience for all customers with cause for complaint, ensuring standards and timelines conform to company and FCA standards Continually review and measure productivity and quality assurance against required standards, taking any necessary action to improve performance and capability Liaise with senior leaders within the company and client, providing regular reporting and analysis relating to the activity within your team Be point of escalation for all escalated complaints from the client Communicate accurately and professionally with the ability to make informed decisions Ensure any material operational and conduct risks are identified, raised and managed in accordance with process and standards Identify root cause and have the ability to report and recommend any actions for continuous improvement Maintain effective control of all aspects of people processes including: absence management, 121's, disciplinary, capability & grievance procedures, employee relations, performance management and all other employment related issues ensuring they are managed in line with policy frameworks Main Job Requirements Minimum 3 years' experience of complaint handling within a Financial Services organisation, and minimum 2 year in management role Can demonstrate the ability to construct clear and concise written communications, using correct spelling and grammar, specific to formal complaints Is able to demonstrate experience in complex, regulated customer service environment Can confidently manage assigned workloads at a team level Able to prioritise workloads to meet targets and timelines Required Skills Previous management experience within a Financial Services organization, with extensive knowledge of formal complaint handling Passionate about people engagement and delivering excellent customer service Attention to detail Is able to demonstrate excellent communication skills both verbally and in writing Comprehensive technical/computer skills Identifying RCA complaints types and actioning possible solutions to reduce said complaints Competencies and Specific Skills People focused Is charismatic and engaging Excellent communication and influencing skills Advanced relationship building and stakeholder management skills Advanced levels of resilience and focus Self-motivated and can motivate others, with can-do attitude

Complaints Handler - Banking & Financial Services (Remote) Teleperformance certified as great place to work UK in 2023! . 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 years previous experience in the Banking and Financial Service Industry Start Dates : Nov 2025 Salary : £14.16 per hour Location : Work From Home Shifts : Full Time 8am-8pm Mon-Sat (Subject to Change) Training : 2 weeks then 2 weeks Grad Bay Contract : Permanent Background Checking : 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. Communicates clearly with customers and colleagues both orally and in written form, ensuring decisions can be understood by customers. Enjoys a fast paced environment and adapts well to change. Ensures adherence to policies, Training & Competence scheme and risk frameworks at all times whilst delivering excellent customer service in the resolution of complaints within SLAs and deadlines. Job Description Works within current standard compliance processes, systems, and procedures, and reports simple non-compliance issues. Prepares routine letters, memoranda and reports for approval, while following up on pending issues. Provides a quality service to customers by processing cases, dealing with complex queries and/or investigating and resolving customer problems, and may identify new customer retention or business opportunities. Produces accurate reports for others by collecting data from a variety of standard sources and inputting that data into standard formats. Prepares moderately complex documents by using multiple computer applications (such as Microsoft Office), while also gathering and summarising data for reports. Develops personal capabilities using existing formal and informal training opportunities. Processes and responds to a broad range of questions and issues raised through any communications channels (in person, telephone, email, etc.). Collects and prepares standard data related to ongoing issues. 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, this 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.

Complaints Handler - Banking & Financial Services (Remote) Teleperformance certified as great place to work UK in 2023! . 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 years previous experience in the Banking and Financial Service Industry Start Dates : Nov 2025 Salary : £14.16 per hour Location : Work From Home Shifts : Full Time 8am-8pm Mon-Sat (Subject to Change) Training : 2 weeks then 2 weeks Grad Bay Contract : Permanent Background Checking : 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. Communicates clearly with customers and colleagues both orally and in written form, ensuring decisions can be understood by customers. Enjoys a fast paced environment and adapts well to change. Ensures adherence to policies, Training & Competence scheme and risk frameworks at all times whilst delivering excellent customer service in the resolution of complaints within SLAs and deadlines. Job Description Works within current standard compliance processes, systems, and procedures, and reports simple non-compliance issues. Prepares routine letters, memoranda and reports for approval, while following up on pending issues. Provides a quality service to customers by processing cases, dealing with complex queries and/or investigating and resolving customer problems, and may identify new customer retention or business opportunities. Produces accurate reports for others by collecting data from a variety of standard sources and inputting that data into standard formats. Prepares moderately complex documents by using multiple computer applications (such as Microsoft Office), while also gathering and summarising data for reports. Develops personal capabilities using existing formal and informal training opportunities. Processes and responds to a broad range of questions and issues raised through any communications channels (in person, telephone, email, etc.). Collects and prepares standard data related to ongoing issues. 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, this 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.

Complaints Handler - Banking & Financial Services (Remote) Teleperformance certified as great place to work UK in 2023! . 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 years previous experience in the Banking and Financial Service Industry Start Dates : Nov 2025 Salary : £14.16 per hour Location : Work From Home Shifts : Full Time 8am-8pm Mon-Sat (Subject to Change) Training : 2 weeks then 2 weeks Grad Bay Contract : Permanent Background Checking : 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. Communicates clearly with customers and colleagues both orally and in written form, ensuring decisions can be understood by customers. Enjoys a fast paced environment and adapts well to change. Ensures adherence to policies, Training & Competence scheme and risk frameworks at all times whilst delivering excellent customer service in the resolution of complaints within SLAs and deadlines. Job Description Works within current standard compliance processes, systems, and procedures, and reports simple non-compliance issues. Prepares routine letters, memoranda and reports for approval, while following up on pending issues. Provides a quality service to customers by processing cases, dealing with complex queries and/or investigating and resolving customer problems, and may identify new customer retention or business opportunities. Produces accurate reports for others by collecting data from a variety of standard sources and inputting that data into standard formats. Prepares moderately complex documents by using multiple computer applications (such as Microsoft Office), while also gathering and summarising data for reports. Develops personal capabilities using existing formal and informal training opportunities. Processes and responds to a broad range of questions and issues raised through any communications channels (in person, telephone, email, etc.). Collects and prepares standard data related to ongoing issues. 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, this 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.

Job Title: Financial Services Complaints Team Leader Department: Customer Resolutions Management Responsibility for: Management of a Team up to 15 Complaints handlers Reports to : Operations Manager Location: UK Work at Home Contract Type: Full time ( 40 hours per week) Job Summary / Overview Main responsibilities of the role include leading a team of Complaints Handlers who are responsible for thorough investigations, management and resolution of end to end customer complaints. You will be responsible for delivering performance and driving quality assurance in line with company and the Financial Conduct Authority processes and standards. Your role will also focus on feedback and insight on complaints root cause, recommending solutions to help reduce complaints volumes to all stakeholders. As the Customer Resolutions Manager, you will be responsible for delivering performance and employee engagement, which will in turn drive customer and client satisfaction. We are looking for an individual who will deliver a positive, productive and engaging team culture with the ability to lead, inspire, motivate, coach and support people to deliver exceptional levels when delivering correct outcomes for our customers To ensure your team provide best in class customer service through excellent communication skills, both verbally and in writing. Key Responsibilities and Accountabilities (may perform other duties as requested not specifically addressed in this document) Ensure your team deliver an excellent customer experience for all customers with cause for complaint, ensuring standards and timelines conform to company and FCA standards Continually review and measure productivity and quality assurance against required standards, taking any necessary action to improve performance and capability Liaise with senior leaders within the company and client, providing regular reporting and analysis relating to the activity within your team Be point of escalation for all escalated complaints Communicate accurately and professionally with the ability to make informed decisions Ensure any material operational and conduct risks are identified, raised and managed in accordance with process and standards Identify root cause and have the ability to report and recommend any actions for continuous improvement Maintain effective control of all aspects of people processes including: absence management, 121's, disciplinary, capability & grievance procedures, employee relations, performance management and all other employment related issues ensuring they are managed in line with policy frameworks Main Job Requirements Minimum 2 years' experience of complaint handling within a Financial Services organisation, and minimum 1 year in management role Can demonstrate the ability to construct clear and concise written communications, using correct spelling and grammar, specific to formal complaints Is able to demonstrate experience in complex, regulated customer service environment Can confidently manage assigned workloads at a team level Able to prioritise workloads to meet targets and timelines Required Skills Previous management experience within a Financial Services organization, with extensive knowledge of formal complaint handling Passionate about people engagement and delivering excellent customer service Attention to detail Is able to demonstrate excellent communication skills both verbally and in writing Comprehensive technical/computer skills Identifying RCA complaints types and actioning possible solutions to reduce said complaints Competencies and Specific Skills People focused Is charismatic and engaging Excellent communication and influencing skills Advanced relationship building and stakeholder management skills Advanced levels of resilience and focus Self-motivated and can motivate others, with can-do attitude

Job Title: Financial Services Complaints Operations Resolutions Manager Department: Customer Resolutions Management Responsibility for: Management of Team Leaders and the Complaints Operation Reports to : Call Centre Manager Location: UK WAHA Contract Type: Full time ( 40 hours per week) Job Summary / Overview Main responsibilities of the role to manage, control and evaluate the correct functioning of an operation of Complaints Handlers, who are responsible for thorough investigations, management and resolution of end to end customer complaints. You will be responsible for delivering performance and driving quality assurance in line with company and the Financial Conduct Authority processes and standards. Your role will also focus on managing the operation and Team Leaders, to feedback and gain insight on complaints root cause, recommending solutions to help reduce complaints volumes to all stakeholders. As the Complaints Operations Manager, you will be responsible for delivering performance and employee engagement, which will in turn drive customer and client satisfaction. We are looking for an individual who will deliver a positive, productive and engaging team culture with the ability to lead, inspire, motivate, coach and support people to deliver exceptional levels when delivering correct outcomes for our customers To ensure your team provide best in class customer service through excellent communication skills, both verbally and in writing. Key Responsibilities and Accountabilities (may perform other duties as requested not specifically addressed in this document) Ensure your Operation delivers an excellent customer experience for all customers with cause for complaint, ensuring standards and timelines conform to company and FCA standards Continually review and measure productivity and quality assurance against required standards, taking any necessary action to improve performance and capability Liaise with senior leaders within the company and client, providing regular reporting and analysis relating to the activity within your team Be point of escalation for all escalated complaints from the client Communicate accurately and professionally with the ability to make informed decisions Ensure any material operational and conduct risks are identified, raised and managed in accordance with process and standards Identify root cause and have the ability to report and recommend any actions for continuous improvement Maintain effective control of all aspects of people processes including: absence management, 121's, disciplinary, capability & grievance procedures, employee relations, performance management and all other employment related issues ensuring they are managed in line with policy frameworks Main Job Requirements Minimum 3 years' experience of complaint handling within a Financial Services organisation, and minimum 2 year in management role Can demonstrate the ability to construct clear and concise written communications, using correct spelling and grammar, specific to formal complaints Is able to demonstrate experience in complex, regulated customer service environment Can confidently manage assigned workloads at a team level Able to prioritise workloads to meet targets and timelines Required Skills Previous management experience within a Financial Services organization, with extensive knowledge of formal complaint handling Passionate about people engagement and delivering excellent customer service Attention to detail Is able to demonstrate excellent communication skills both verbally and in writing Comprehensive technical/computer skills Identifying RCA complaints types and actioning possible solutions to reduce said complaints Competencies and Specific Skills People focused Is charismatic and engaging Excellent communication and influencing skills Advanced relationship building and stakeholder management skills Advanced levels of resilience and focus Self-motivated and can motivate others, with can-do attitude

Job Title: Financial Services Complaints Team Leader Department: Customer Resolutions Management Responsibility for: Management of a Team up to 15 Complaints handlers Reports to : Operations Manager Location: UK Work at Home Contract Type: Full time ( 40 hours per week) Job Summary / Overview Main responsibilities of the role include leading a team of Complaints Handlers who are responsible for thorough investigations, management and resolution of end to end customer complaints. You will be responsible for delivering performance and driving quality assurance in line with company and the Financial Conduct Authority processes and standards. Your role will also focus on feedback and insight on complaints root cause, recommending solutions to help reduce complaints volumes to all stakeholders. As the Customer Resolutions Manager, you will be responsible for delivering performance and employee engagement, which will in turn drive customer and client satisfaction. We are looking for an individual who will deliver a positive, productive and engaging team culture with the ability to lead, inspire, motivate, coach and support people to deliver exceptional levels when delivering correct outcomes for our customers To ensure your team provide best in class customer service through excellent communication skills, both verbally and in writing. Key Responsibilities and Accountabilities (may perform other duties as requested not specifically addressed in this document) Ensure your team deliver an excellent customer experience for all customers with cause for complaint, ensuring standards and timelines conform to company and FCA standards Continually review and measure productivity and quality assurance against required standards, taking any necessary action to improve performance and capability Liaise with senior leaders within the company and client, providing regular reporting and analysis relating to the activity within your team Be point of escalation for all escalated complaints Communicate accurately and professionally with the ability to make informed decisions Ensure any material operational and conduct risks are identified, raised and managed in accordance with process and standards Identify root cause and have the ability to report and recommend any actions for continuous improvement Maintain effective control of all aspects of people processes including: absence management, 121's, disciplinary, capability & grievance procedures, employee relations, performance management and all other employment related issues ensuring they are managed in line with policy frameworks Main Job Requirements Minimum 2 years' experience of complaint handling within a Financial Services organisation, and minimum 1 year in management role Can demonstrate the ability to construct clear and concise written communications, using correct spelling and grammar, specific to formal complaints Is able to demonstrate experience in complex, regulated customer service environment Can confidently manage assigned workloads at a team level Able to prioritise workloads to meet targets and timelines Required Skills Previous management experience within a Financial Services organization, with extensive knowledge of formal complaint handling Passionate about people engagement and delivering excellent customer service Attention to detail Is able to demonstrate excellent communication skills both verbally and in writing Comprehensive technical/computer skills Identifying RCA complaints types and actioning possible solutions to reduce said complaints Competencies and Specific Skills People focused Is charismatic and engaging Excellent communication and influencing skills Advanced relationship building and stakeholder management skills Advanced levels of resilience and focus Self-motivated and can motivate others, with can-do attitude

Job Title: Financial Services Complaints Operations Resolutions Manager Department: Customer Resolutions Management Responsibility for: Management of Team Leaders and the Complaints Operation Reports to : Call Centre Manager Location: UK WAHA Contract Type: Full time ( 40 hours per week) Job Summary / Overview Main responsibilities of the role to manage, control and evaluate the correct functioning of an operation of Complaints Handlers, who are responsible for thorough investigations, management and resolution of end to end customer complaints. You will be responsible for delivering performance and driving quality assurance in line with company and the Financial Conduct Authority processes and standards. Your role will also focus on managing the operation and Team Leaders, to feedback and gain insight on complaints root cause, recommending solutions to help reduce complaints volumes to all stakeholders. As the Complaints Operations Manager, you will be responsible for delivering performance and employee engagement, which will in turn drive customer and client satisfaction. We are looking for an individual who will deliver a positive, productive and engaging team culture with the ability to lead, inspire, motivate, coach and support people to deliver exceptional levels when delivering correct outcomes for our customers To ensure your team provide best in class customer service through excellent communication skills, both verbally and in writing. Key Responsibilities and Accountabilities (may perform other duties as requested not specifically addressed in this document) Ensure your Operation delivers an excellent customer experience for all customers with cause for complaint, ensuring standards and timelines conform to company and FCA standards Continually review and measure productivity and quality assurance against required standards, taking any necessary action to improve performance and capability Liaise with senior leaders within the company and client, providing regular reporting and analysis relating to the activity within your team Be point of escalation for all escalated complaints from the client Communicate accurately and professionally with the ability to make informed decisions Ensure any material operational and conduct risks are identified, raised and managed in accordance with process and standards Identify root cause and have the ability to report and recommend any actions for continuous improvement Maintain effective control of all aspects of people processes including: absence management, 121's, disciplinary, capability & grievance procedures, employee relations, performance management and all other employment related issues ensuring they are managed in line with policy frameworks Main Job Requirements Minimum 3 years' experience of complaint handling within a Financial Services organisation, and minimum 2 year in management role Can demonstrate the ability to construct clear and concise written communications, using correct spelling and grammar, specific to formal complaints Is able to demonstrate experience in complex, regulated customer service environment Can confidently manage assigned workloads at a team level Able to prioritise workloads to meet targets and timelines Required Skills Previous management experience within a Financial Services organization, with extensive knowledge of formal complaint handling Passionate about people engagement and delivering excellent customer service Attention to detail Is able to demonstrate excellent communication skills both verbally and in writing Comprehensive technical/computer skills Identifying RCA complaints types and actioning possible solutions to reduce said complaints Competencies and Specific Skills People focused Is charismatic and engaging Excellent communication and influencing skills Advanced relationship building and stakeholder management skills Advanced levels of resilience and focus Self-motivated and can motivate others, with can-do attitude