Customer Support Specialist (Complaints Management, Remote)

Job summary

This role involves managing and resolving escalated customer complaints within a regulated financial services environment, ensuring compliance with UK regulatory standards. The position requires a strong focus on customer communication and collaboration with internal teams to improve complaint handling processes.

Qualifications

• Experience in managing complaints in a regulated financial services setting.
• Strong communication skills to simplify complex regulatory issues for customers.
• Resilience and problem-solving abilities in high-pressure situations.
• Excellent time management skills to meet regulatory deadlines.
• Familiarity with customer support tools and operational roles.

Responsibilities

• Oversee end-to-end communication for escalated customer complaints, ensuring empathetic and clear responses.
• Act as the main contact for escalating issues to relevant internal teams and ensuring timely resolutions.
• Maintain detailed records of complaints and provide monthly reports to stakeholders.
• Analyze complaints to identify operational gaps and recommend process improvements.
• Mentor team members on best practices in customer communication and regulatory documentation.
• Contribute to enhancing the overall complaints handling process.

Skills

• Strong analytical skills for investigating customer issues.
• Ability to manage difficult conversations and deliver challenging news.
• Passion for customer service and regaining trust after negative experiences.

Education

• Relevant experience in customer support or a related field is preferred.

Tools

• Experience with customer support tools and systems is advantageous.