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Wealthify – 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 Complaint Handler, you will play a vital 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 managing the day-to-day complaint resolution process, ensuring our customers receive a fair, transparent, and empathetic service.
Key Responsibilities:
- Manage formal complaint handling for the company across all its products, ensuring timely and satisfactory resolution.
- Investigate complaints thoroughly, gathering relevant information and communicating clearly with internal stakeholders and external partners.
- Identify the root causes of individual complaints and highlight potential risks or improvement areas to senior team members.
- Act as an advocate for the customer, ensuring their concerns are fully understood and addressed appropriately.
- Follow established procedures and protocols for handling complaints effectively and efficiently.
- Contribute to the continuous improvement of the complaint handling process to enhance customer satisfaction.
- Accurately record complaint data to assist management with trend analysis and regular reporting.
- Ensure full compliance with FCA regulations, DISP rules, Consumer Duty standards, and internal policies throughout the resolution process.
- Foster a culture of empathy, professionalism, and customer-centricity within the wider customer service team.
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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 a complaint handling role.
- A good understanding of FCA regulations, DISP rules, and Consumer Duty guidelines.
- Excellent communication and interpersonal skills, with the ability to interact effectively and clearly with customers and colleagues.
- Strong problem-solving abilities and great attention to detail.
- The ability to remain calm and composed under pressure and to handle challenging situations with empathy and professionalism.
- Proficiency in using software applications and tools for tracking and logging customer information.
- Good organisational and time management skills, with the ability to prioritise tasks effectively.
- A strong commitment to upholding our values and delivering the highest standards of service to our customers.
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Benefits:
What we give you in return:
- Competitive salary
- 24 days holiday a year – plus bank holidays (you will earn an extra day holiday for each full year you’re with us, up to 28 days)
- Flexible/Hybrid working
- Flexible working hours in line with business needs
And we have plenty of perks too!
- Annual discretionary bonus which is linked to both the company and individual performance.
- Private Medical Insurance
- Half a day off on your birthday
- Death in Service Cover (X3 your annual salary)
- Income Protection Insurance
- Company Pension Plan - up to 6% Matched contributions
- Free office gym
- Free parking nearby
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