Who are we:
True Potential are a market leader providing wealth management advise in pensions and investments. With over 15+ years’ experience, we are an award-winning business working with 20% of the UK’s Financial Advisors.
We have created an inclusive and empowered culture where innovation, creativity, agility, and leadership are rewarded.
By using technology to drive change, we are revolutionising wealth management and delivering innovative solutions that are built for the future, making it a dynamic and exciting place to grow your career.
The role:
The position of Complaints Handler is a key role both within the True Potential Group and True Potential Investments. The key aims of the complaints team includes:
Driving customer satisfaction through excellent customer care;
Ensuring all complaints are resolved quickly and fairly;
Completing root cause analysis to identify trends and improvements that can be made and considering the implications of complaints across the Group.
The role will involve managing complaints to resolution, investigating customers concerns and establishing the root cause, working independently and as part of a team. It offers the opportunity to help develop and enhance processes, working with all parts of the True Potential Group.
About you:
Desired skills/qualities are below:
- Experience in customer service and/or complaint handling.
- Ability to confidently build rapport with customers.
- Excellent written and verbal communication skills.
- Ability to investigate issues, build a picture of events and see cases through to resolution.
- Strong analytical skills, able to analyse data and identify trends.
- Excellent organisational skills. Able to work accurately and to strict deadlines, individually and as a team player.
- Positive and self-motivated with a can do attitude to problem solving.
- Must be capable and willing to learn new systems and processes.
Duties and responsibilities:
- Responsible for managing complaint cases from the first point of contact through to resolution, investigating customer concerns in a timely manner and looking to establish the root cause.
- Aim for first time resolution to avoid re-opened or repeat complaints and gain customer satisfaction.
- Liaising with both customers and staff during the complaints journey, obtaining their viewpoint and providing regular updates on the case.
- Identify the appropriate corrective and preventative actions to resolve customer issues.
- Adherence to Financial Conduct Authority requirements regarding the handling of complaints.
- Managing your workload to meet SLAs.
- Liaise with relevant departments to ensure they are aware of complaints raised regarding their business area.
- Collation of management information and reporting to senior management and the Financial Ombudsman.
Benefits:
- Very competitive performance based bonus
- Company/team events throughout the year
- Company pension contribution (increases with length of service)
- Free on-site parking
- 30 days annual leave, including Bank Holidays (increases with length of service)
- True Potential Rewards – Cashback on online purchases
- True Potential Academy – Allowing our employees to develop their career within the wealth management sector
- Refer a Friend Award
If you would like to apply for this role, please upload your CV and click Apply now.
Please note, we operate a blind CV policy. Please remove all names, age and gender from your CV before submitting. Failure to do so will make your application void.
