Graduate Complaint Handler

One of the UK's leading providers of skilled technical resource supporting the regulatory environment are offering fantastic opportunities for Graduate Complaint Handlers to work within the financial services sector for a major UK bank. You will be working on an existing client project supporting the motor finance complaints team. 
Please note, this role is a full-time position with 1 days in the Newport office once you have completed the accreditation period which is around 2-3 months, which offers a great opportunity to network in the financial services sector and develop experience. 
Candidates will be required to 35 hours between the hours of Mon-Fri (830am-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. 
As a Graduate Complaint Handler, you will be responsible for:

• Taking ownership of some inbound calls from customers, logging new complaints and updating customers on the status of existing complaints.
• Making outbound calls to customers to update on the progress of their case.
• Collaborating closely with colleagues, customers, dealers, even manufacturers - talking (or writing to) a wide variety of people, in some cases senior customers within major motor brands.
• Balancing priorities between your various cases, emails, telephone calls and taking escalated calls from contact centre colleagues.
• Using your people and customer skills to deliver fair outcomes for both customers and the business.
• Playing a role educating our customers about products.
• Preparing and loading customer cases onto the client system ensuring all details are entered correctly.
• Liaising with customers over the phone to provide support and updates on proceedings.
• Taking ownership of cases and contacting third parties for evidence and information to support case investigations. 
• 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 Graduate Complaint Handler role, you must have the following skills: 

• Previous experience within financial services complaints is advantageous but not essential
• Strong oral and written communication
• Previous telephony call handling experience is essential
• Proactive and self-motivated
• Strong attention to detail

To apply for this role as Graduate Complaint Handler, 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. 
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