Complaint Handler

As a Complaint Handler, you will play a key role in supporting customers through what can often be a challenging time, helping to resolve concerns and deliver fair, balanced outcomes. You’ll speak directly with customers to fully understand each situation, carefully capture the details on the bank’s systems, and carry out a thorough review of the facts whilst ensuring any compensation is accurately assessed.

This is a fantastic opportunity to join a leading UK bank, build your financial services expertise, and make a genuine difference by helping customers reach positive resolutions.

What you’ll be doing as Complaint Handler:

Take ownership of new complaints by discussing the situation with customers update customers on the status of existing complaints.
Preparing and loading customer complaints onto the client system ensuring all details are entered correctly.
Take ownership of cases and contacting third parties for evidence and information to support case investigations.
Writing final response letters to answer complaint points with clear rational and resolution in plain English.
Call volumes are around 10 - 15 calls a day to complete the data gather stage and provide any updates.  
Take responsibility for queries/issues through to resolution.
Manage expectations of all internal and external customers.
What we’re looking for in a Complaint Handler:

Previous experience resolving customer complaints.
Knowledge of the financial service industry and regulations.
Strong oral and written communication.
Confidence on the phone to interrogate and collect key information.
Great prioritising and time management.
Strong attention to detail.

Location:

Cardiff. You will be expected to work fulltime from the office, until you pass training and accreditation where hybrid working can be offered.

The rate on offer:
The successful Complaint Handler will receive £150 per day Via Umbrella which increases to £165 after accreditation.

Hours:

37.5hrs per week on a shift between the hours 8.30am-6:30pm - Monday – Friday.

Duration:
Initially 4 months, with opportunity to extend.

If you’re excited to join a rewarding company and support customers though their journey, then please click apply online and upload an updated copy of your CV.

If you are successful and offered an opportunity, we will need to carry out pre-engagement screening, this will usually include a DBS Check, Credit Check, and references from previous employers.

To help you stay safe in your job search we will never ask for your bank details at the application stage.

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