B2C Services Complaints & Claims Agent
At Ikano Bank, we’re looking for a Complaints & Claims Handler to join our Complaints and Claims Team. In this role, you will be responsible for handling regulated customer complaints, complex queries, Section 75 claims, admin, and using excellent customer service skills, engage with our customers on their dissatisfaction with IKANO. Your role will involve a range of investigative, evaluation and decision-making tasks.
Your role will involve a range of investigative, evaluation and decision-making tasks. You will need to have excellent attention to detail, enabling you to complete the cases to the highest standard and in a timely manner.
Key responsibilities will include:
* Eager and passionate to investigate complaints, claims and complex cases by liaising with internal and external stakeholders
* Effective in using multiple internal systems
* Ensure all work is carried out to a high level of accuracy
* Ensure compliance regulations are always followed
* Identify key themes, trends, and support in feeding back findings into the business
* Great active listening skills with the ability to evaluate what you hear and investigate, delivering the right customer outcome for both the business and the customer
* A methodical approach to work with the ability to analyse information quickly and effectively
* The ability to work independently and with a team
* Proven experience of working complaints and/or Section 75 claims or existing knowledge in this area
* Having some knowledge around the finance sector and the FCS, DISP and S75 regulations
What will you bring to the role:
* Proven experience of working complaints and/or Section 75 claims or existing knowledge in this area
* Excellent negotiation and influencing skills
* Strong verbal and written communication skills
* Great active listening skills with the ability to evaluate what you hear, and then offer the right outcome for both the business and the customer
* The ability to work independently but also in a team
* Strong interpersonal skills with the ability to communicate effectively at all levels
* A methodical approach to work with the ability to analyse information quickly and efficiently
What will we give you?:
£24,750 - £25,750 per annum
We offer a variety of benefits, such as:
* 28 days holiday per annum
* Cycle to work scheme
* Excellent pension scheme
* Life Assurance
Visit the following link to check out our other excellent benefits package
* Join us now – together we will find a better way
To apply for this role click on the link below or click on Apply in, before 20 July 2025