Marcus by Goldman Sachs, Complaints Specialist, Birmingham

OUR IMPACT

Marcus by Goldman Sachs

The firm’s direct-to-consumer business, Marcus by Goldman Sachs, combines the entrepreneurial spirit of a start-up with more than 150 years of experience. Today, we serve millions of customers across multiple products, leveraging innovative design, data, engineering, and other core capabilities to provide customers with powerful tools and products that are grounded in value, transparency and simplicity.

Our division also provides critical operations and user experience design to ensure business flows smoothly when customers come to us. From day one, our customer service teams play a vital role in upholding the three customer support principles of customer focus, process innovation and risk management.

YOUR IMPACT

Are you passionate about customer services, operations, and using digital tools to provide solutions to customers. We’re looking for customer services professionals to join our team, who want to use their skills and ideas to provide outstanding support to our customers.

Our team of critical thinkers partner with groups in all areas of the firm to lead teams, manage processes, and improve digital tools. Our division also provides critical operations and user experience design to ensure business flows smoothly when customers come to us. From day one, team members play a vital role in upholding the three customer support principles of customer focus, process innovation and risk management.

Job Summary & Responsibilities

• Taking full ownership for your case load and ensuring deadlines are met
• Carrying out a full review of all aspects of customer concerns in line with company policy and FCA guidelines
• Using your own initiative to solve problems, collaborate with colleagues and make important choices
• Speaking on the phone to customers at different stages of your investigation including the resolution of their complaint
• Liaising with internal departments to gather information and identify opportunities for continuous improvement
• Ensuring complaints are recorded and investigated accurately, and resolved within regulatory timescales
• Articulating well considered judgement calls balancing both customer/business risk to senior colleagues, whilst providing an empathetic, knowledgeable and professional telephony/administration service
• Making prompt and practical business decision, even in times of ambiguity, considering various perspectives and taking responsibility for outcomes
• Adhering to first call resolution in alignment with global standards to promote customer satisfaction
• Taking ownership of customer enquiries and responding to escalated customer issues in accordance with agreed procedures
• Meeting our call and case audit quality standards so we can deliver good customer outcomes to all of our customers
• Embracing change and innovation in the team and, supporting others to respoind in a similar way
• Completing ongoing compliance and remedial training as scheduled
• Proactively identifying any new issues or risks and proposing solutions to senior stakeholders with the customer in mind
• Demonstrating ownership and common sense with all that you do, sharing best practice across teams

REQUIREMENTS

• Experience of complaints handling would be advantageous however if you come from a customer facing role, hospitality or retail background and want to explore a new sector, this could be a great opportunity for a career change
• Experience in a banking, professional service or regulated environment
• Experience of objection handling during telephone conversations with an ability to listen and weigh up the needs of the customer and also the business
• Self-directed, detail oriented, positive attitude, driven, able to work independently and in a team-oriented, fast paced environment with a passion to deliver exceptional service to customers
• Excellent written and oral communication skills and ability to adapt your style and approach to the audience and message to be delivered
• Strong time management skills, able to manage work with varying priorities
• Adaptable, high energy levels and desire to help others and work as a team
• Good analytical and problem-solving skills able to investigate cases from beginning to end
• Strong communication skills, especially experience with handling challenging calls and verbal resolution whilst remaining calm and focused at all times
• Ability to connect with people, quick problem-solving ability and positive, can do attitude

ABOUT GOLDMAN SACHS

At Goldman Sachs, we commit our people, capital and ideas to help our clients, shareholders and the communities we serve to grow. Founded in 1869, we are a leading global investment banking, securities and investment management firm. Headquartered in New York, we maintain offices around the world.

We believe who you are makes you better at what you do. We're committed to fostering and advancing diversity and inclusion in our own workplace and beyond by ensuring every individual within our firm has a number of opportunities to grow professionally and personally, from our training and development opportunities and firmwide networks to benefits, wellness and personal finance offerings and mindfulness programs. Learn more about our culture, benefits, and people at GS.com/careers.

We’re committed to finding reasonable accommodations for candidates with special needs or disabilities during our recruiting process. Learn more:

© The Goldman Sachs Group, Inc., 2025. All rights reserved.

Goldman Sachs is an equal opportunity employer and does not discriminate on the basis of race, colour, religion, sex, national origin, age, veterans status, disability, or any other characteristic protected by applicable law.