Complaint Handler

Job Title: Complaint Handler
Start Date: ASAP
End Date: 6 Months Contract
Pay Rate: £140 Day Rate
Location: Remote (Monday to Friday 9am-5pm /no weekends)
The Client
A major retail and commercial banking firm in the UK that has continued to grow from its successes in Q1 of this year. They are now looking for a new team to join the business to further bolster their capacity to continue their success and finish the year strong.
The Role
As a Complaints Handler, you'll be taking ownership of complaints and making sure that fair outcomes are achieved for our customers. This will include making sure that due consideration is given to customers who have suffered distress, inconvenience or financial loss. You'll be dealing directly with our customers, providing empathy, listening to their concerns and communicating with them regularly as you resolve their complaint.
The Candidate
Strong communication and interpersonal skillsGenuine empathy for a customer's situation and needsGood problem solving and decision making skillsExcellent attention to detailThe ability to manage your own workload and prioritise accordingly
Main Duties and Responsibilities:
Liaise with customers directly to make sure the nature of the complaint is investigated and understood before respondingMake sure complex, high profile and non-routine complaints are thoroughly and impartially investigated and resolvedOwn the investigation and resolution process for complex and in-depth concernsIdentify areas for process, policy and service improvements and suggest fit for purpose solutions in order to drive customer satisfaction and reduce further complaintsMaking sure that all complaints are fully and accurately logged and updated on the complaints management systemMaking sure that the nature of the complaint is fully investigated and understood before respondingUnderstanding and responding positively to any objections customers may haveBuilding and maintaining strong working relationships with other parts of the bank to support the delivery of fair outcomes and great customer experiencesIdentifying areas for process, policy and service improvementsThe skills you'll needWe're looking for someone who has a passion for delivering outstanding customer service in a challenging environment, with a positive attitude. You'll have a proven ability to deliver fair outcomes in difficult situations, demonstrating empathy and patience when dealing with a range of customers.
Full Job description will be provided for applicants.
Randstad Business Support is acting as an Employment Business in relation to this vacancy