JOIN A TRUSTED OUTSOURCER TEAM WITH THE INSIGHT, EXPERTISE AND PACE TO CREATE BETTER OUTCOMES FOR OUR CLIENTS, THEIR CUSTOMERS AND THE COMMUNITIES THEY SERVE.
Huntswood's people are its most valued asset, and we take their career development very seriously. We are a Business Process Outsourcer otherwise known as a BPO in the industry.
Working with Huntswood means that over your career with us you'll experience a greater variety and flexibility compared to working with a single company.
Whether you are joining us in a contract position or as a permanent employee, Huntswood commits the same energy and effort into developing your career and skillset
Job Overview
We are seeking a dedicated and empathetic Complaints Handler to join our team and manage customer complaints effectively and efficiently. You'll be responsible for investigating complaints related to Customer Chargebacks — formal disputes filed by cardholders to reverse payments due to issues such as:
* Non-delivery of goods or services
* Faulty items
* Incorrect charges
* Unauthorised transactions
* Subscription disputes
Chargebacks help protect consumers from unfair charges and poor purchase experiences. Your role will be key in ensuring fair outcomes for both customers and the business.
Key Responsibilities
* Investigate, identify, and resolve customer queries
* Act as a customer advocate and take ownership of issues
* Deliver fair and balanced resolutions
* Maintain clear communication with customers and stakeholders
* Collaborate with internal teams to ensure a seamless experience
* Log and update complaints accurately in the management system
* Understand and respond to customer objections
* Build strong relationships across the bank
* Identify opportunities for process, policy, and service improvements
Role Requirements
* Outstanding customer service in a challenging environment
* Proven experience dealing with complaints
* Ability to deliver fair outcomes in difficult situations
* Empathy and patience
* Strong communication and interpersonal skills
* Good problem-solving and decision-making skills
* Excellent attention to detail
* Ability to manage workload and prioritise
* Positive attitude
Benefits
* Comprehensive training with experienced trainers
* Life assurance – 1x basic salary coverage
* Health Cash Plan – claim back everyday healthcare costs
* 'Perks at Work' – discounts from Apple, M&S, Expedia, and more
* Loyalty Bonus – earn up to £1,400/year
* Colleague Recognition Scheme – become a Huntswood Hero
* Regular engagement activities with additional incentives
* Access to an online Well-being Centre
* Free fruit, tea, coffee & hot chocolate on site
* Discounted premium city centre parking
* Refer a Friend Scheme – earn £1,000 per referral
* Mentorship program to support career growth
Ready to make a difference?
Apply now and join a team that values fairness, empathy, and excellence in customer service.
In February 2024, Huntswood become part of the ResultsCX organisation. ResultsCX is aleading provider of transformational CXM (Customer Experience Management) services to global brands, including Fortune 100 and 500 firms. By partnering with Huntswood, ResultsCX expands its service capabilities in the BFSI (Banking, Financial Services, and Insurance) sector, and strengthens connections with leading energy and water companies in Utilities.
To help you stay safe in your job search Huntswood will only ask for contact details via email when first contacting you and not any other personal details.
Equal Opportunities Statement
Huntswood, A Results-CX company, is an equal opportunity and affirmative action employer and will consider all qualified applicants without regard to race, colour, religion, national origin, sex, sexual orientation, gender identity, age, disability, veteran status, or any other protected factors under federal, state, or local law.
Disability Confident Commitment
As users of the Disability Confident scheme, we guarantee to interview all disabled applicants who meet the minimum criteria for the vacancy/ies.
Job Types: Full-time, Permanent
Pay: £12.60 per hour
Expected hours: 37.5 per week
Benefits:
* Company pension
* Employee discount
* Health & wellbeing programme
* Referral programme
* Store discount
* Work from home
Application question(s):
* Do you have any leave booked within the first 6 weeks of the start date?
Experience:
* Complaint handling: 1 year (required)
* Financial services: 1 year (required)
Work authorisation:
* United Kingdom (required)
Work Location: In person
Application deadline: 03/10/2025
Expected start date: 20/10/2025