Complaints Handler

16 Feb 2019
02 Mar 2019
Contract Type
Full Time
Manpower is currently recruiting for seven Content Experts on behalf of our client, a large financial services corporation based in Brighton. These are temporary roles with Manpower for a minimum of 12 months. Working Monday to Friday 9-5.


• Deliver exceptional service through the handling and resolution of complaints, reaching a fair outcome for the complainant in line with TCF principles

• Compile accurate and complete case files, showing evidence of systems used during investigation and updating notes within file to reflect action/progress of investigation

• Impartially review all relevant evidence in order to address all aspects of the complaint, adhering to the FCA principles of Treating Customers Fairly

• Review all relevant information during investigation, accessing a variety of systems and working with other departments and business partners in order to obtain complete understanding of the circumstances surrounding the complaint. Use all information to reach a decision whether to uphold, reject or partially uphold/reject complaint

• Utilise and interpret Terms and Conditions of our Cards, Insurance products, marketing offers and promotions and policies and procedures to determine whether a complaint should be upheld or rejected

• Articulate the outcome of the investigation to the complainant and the final decision to uphold or reject the complaint in a way that is clear, fair and not misleading

• Work closely with Compliance, other areas of the business and business partners in order to obtain a resolution on complaints

• Provide detailed fact-based feedback following documented feedback process in order to prevent future complaints

• Keep up to date with product, policy and procedural changes affecting your role and potential outcome of complaints

• Identify and follow documented processes for reporting potential systemic issues in order to prevent future complaints

• Ensure your workload is managed effectively, progressing cases simultaneously and reaching out to other departments, business partners or Compliance as early as possible to obtain swift resolutions. Manage complex workload including consumer, corporate, insurance and PPI complaints

• Ensure all other necessary work (121s, training, development etc) is completed without negative impact to your case load

Experience and Skills

• Complaint handling/conflict resolution experience advantageous.

• In-depth knowledge of American Express products, Procedures and Policies an advantage.

• Be able to thrive under pressure

• Strong ability to manage multiple workloads in a target driven environment

• High standard of verbal and written communication

• Strong relationship management and interpersonal skills

• Ability to adapt to a changing environment

• Demonstrated experience in handling challenging conversations

• Knowledge of Credit, Fraud, New Accounts or Credit Bureaux a plus

• Focuses on the Customer and Client

• Communicates effectively

• Builds and leverages relationships

• Drives results

• Drive innovation and change

• Demonstrates personal excellence

If you are looking for your next role within a large organisation

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