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. Youll speak directly with customers to fully understand each situation, carefully capture the details on the banks 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 youll 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 were looking for in a Complaint...