Wealthify – Senior Complaint Handler
Welcome to Wealthify: an ambitious, multi-award-winning, online saving and investing service. Based in Penarth, Wales, we want to inspire anyone to build their future wealth, by making it easy for people to do more with their money.
Our team is engaging, inquisitive, and inclusive, reflecting many different backgrounds and beliefs. We’re growing rapidly, which is why we're looking for talented, purpose-driven people who want to use and develop their skills to deliver an awesome experience to our customers.
And if that sounds like you, why not read more below?
The Role
As a Senior Complaint Handler, you will play a pivotal role in ensuring that customer complaints are resolved promptly, efficiently, and to the highest standards to deliver good customer outcomes. You will be responsible for overseeing the complaint resolution process and implementing strategies to improve overall customer satisfaction.
Key Responsibilities:
- Effective formal complaint handling for the company and across all its products, ensuring appropriate resolution strategies, timely and satisfactory resolution.
- Investigate complaints thoroughly, gathering information and communicating with relevant internal stakeholders and external partners.
- Perform root cause analysis and suggest improvement plan with strong customer and risk outcomes maintained.
- Act as an advocate for the customer within the organisation, liaising and influencing other departments to address systemic issues identified, ensure customers concerns are being considered and addressed and enhance overall customer experience.
- Develop and implement procedures and protocols for handling complaints effectively and efficiently.
- Continuously seek opportunities to improve the complaint handling process and enhance customer satisfaction.
- Monitor complaint trends and provide regular reports and analysis to management.
- Ensure compliance with regulatory requirements, internal policies and customer service standards related to complaint handling.
- Provide training, guidance and support as needed to other complaint handlers and the broader customer services teams.
- Foster a culture of empathy, professionalism, and customer-centricity within the complaint handling and wider customer service team.
What we’re looking for
We value simplicity, communication, teamwork, trust, and confidence. These core values are what make us tick and keep us all on the same page; not just with how we work individually, but how we engage with each other and the service we offer.
- 2 years proven experience within in a complaint handling role.
- Strong understanding of complaint handling best practices, regulations, and industry standards.
- Excellent communication and interpersonal skills, with the ability to interact effectively and clearly with customers, colleagues, and stakeholders at all levels.
- Exceptional problem-solving abilities and attention to detail.
- Ability to remain calm and composed under pressure and to handle challenging situations with empathy and professionalism.
- Proficiency in relevant software applications and tools for complaint tracking and reporting.
- Strong organisational and time management skills, with the ability to prioritise tasks and manage multiple projects simultaneously.
- Commitment to upholding the values and principles and delivering the highest standards of service to our customers.
What we give you in return
- Competitive salary between £28,000 - £32,000.
- 24 days' holiday a year, plus bank holidays (you’ll earn an extra day holiday for each full year you’re with us, up to 28 days).
- Hybrid/remote working options.
- Flexible working hours, in line with business needs.
- Buy and sell up to 5 days of holiday per year.
And we have plenty of perks, too!
- Annual bonus between 0-20% of your annual salary, which is linked to both company and individual performance.
- Private medical insurance.
- Death in service cover (x3 your annual salary).
- Income protection insurance.
- Company pension plan.
- Healthify: a team to support the health and wellbeing of all staff at Wealthify.
- Ministry of Fun: providing plenty of social activities and events throughout the year.
- Offices in the picturesque Penarth Marina.
- Free office gym.
- Free parking nearby.
- A collaboration space and games room.
We’re a responsible company, and are constantly working to improve our culture, ethics, impact on the environment, and contribution to charitable causes.