You will be communicating with the customer and third parties to understand the situation in detail, reviewing facts and evidence, and concluding the outcome in a final letter.
This role does require taking inbound calls and making calls 80% of the time.
What you’ll be doing:
* Taking incoming calls and updating customers on the status of existing complaints.
* Preparing and loading customer cases onto the client system ensuring all details are entered correctly.
* Contacting customers to provide updates on their case.
* Take 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.
* Take responsibility for queries/issues through to resolution.
* 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.
* Experience in motor finance would be advantageous.
* Strong oral and written communication.
* Confidence on the phone to interrogate and collect key information.
* Great prioritising and case load management.
* Strong attention to detail.
Location: Remote
Rate: £180 gross per day via umbrella
Hours: 37.5hrs Monday to Friday. 9am - 5:30pm.
Duration: Initially until June 2026 with opportunity to extend.