We are looking for complaint handlers and experienced FPOC telephone agents with a background in financial services to join a motor finance complaints team for a UK bank.
Role Summary
You will be collecting complaint points on the phone, reading customer complaint letters and emails to understand the situation, reviewing facts and evidence, recording details onto the system and sending response letters to the customer with the outcome.
What you’ll be doing as a Motor Complaint Reviewer:
* Communicating with customers over the phone to understand their complaint, gather details and log new complaint details.
* Taking ownership of new complaints and updating customers on the status of existing complaints.
* Preparing and loading customer cases onto the client system ensuring all details are entered correctly.
* Take ownership of cases and collect and review evidence to help with your decision.
* Write templated outcome letters to the customer.
* Manage expectations of all internal and external customers.
What we’d like to see from your application:
* Previous experience within financial services complaints or regulated sector.
* Strong oral and written communication
* Confidence to interrogate and collect key information over the phone.
* Great prioritising and workload management
* Strong attention to detail
* Confidence with IT systems including excel
Core Hours - 37.5 per week, Monday–Friday
Location - Remote
Salary - £26,500 per annum, plus 20 days holiday and bank holidays pro rata.
Duration - 6 months with possibility to extend
Please note any offer is subject to satisfactory pre-employment screening checks. These consist of employment, activity & GAP verification, DBS or Access NI, Credit, Sanctions & CIFAS checks.
We are committed to equality of opportunity for all hires and applications from individuals are encouraged regardless of age, disability, sex, gender reassignment, sexual orientation, pregnancy and maternity, race, religion or belief and marriage and civil partnerships.