Complaint Handler

We are looking for passionate Complaint Handlers who want to find fair outcomes for customers to join a motor finance provider in Newport. You will be communicating with the customer and third parties to understand the situation in detail, reviewing facts and evidence, and concluding the outcome in a final letter. 
You will be expected to work fulltime from the office in Newport for training and accreditation. Once you pass accreditation (around 2 – 3 months) you will be able to work on a hybrid basis. 
Candidates will be required to work 35 hours a week Monday to Friday between the hours of 8:30am-6pm.
The contract is initially for 6 months but there is opportunity for this to extend. 
You’ll be working in a dedicated team investigating and working a portfolio of complaints and disputes with some daily goals to strive for. 
What you’ll be doing as Complaint Handler:

• Taking ownership of a pipeline of cases from start to resolution.
• Logging new complaints, loading customer cases onto the client system ensuring all details are entered correctly.
• Making outbound calls / writing to customers, dealers, motor manufacturers, and senior customers within major motor brands to gather information and facts to support each complaint case.
• Balancing priorities between your cases, emails, telephone calls and taking escalated calls from contact centre colleagues.
• Deliver fair outcomes for both customers and the business.
• Liaising with customers over the phone to provide support and updates on proceedings.
• Checking if the client is liable for the issues and deciding on a support plan for the customer.
• Taking responsibility for queries/issues through to resolution.
• Writing templated outcome letters to the customer. 
• Managing expectations of all internal and external customers.

In order to be considered for this Complaint Handler role, you must have the following skills: 

• Previous experience within financial services complaints is essential
• Previous telephony call handling experience is essential
• Proactive and confident handling multiple workstreams
• Strong attention to detail

If you’re a Complaint Handler, excited to join a rewarding company and support customers though their complaint 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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