You will be reading customer complaint letters and emails to understand the situation, reviewing facts and evidence, recording details onto the system, calculating redress, and writing detailed final response letters.
Though this is not a contact centre role you should be flexible to support calls to provide complaint updates to your customers as well as chasing for clarification and evidence from your customers.
What you’ll be doing:
* Take ownership of new complaints and updating customers on the status of existing complaints.
* Inbound and outbound customer contact to update your customers on progress and to chase evidence.
* 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.
* Complete redress calculations.
* Write detailed outcome letters to the customer.
* Manage expectations of all internal and external customers.
What we’d like to see from your application:
* Extensive experience within financial services complaints.
* Experience working within motor finance would be advantageous.
* Confidence completing calculations.
* Strong oral and written communication.
* Great prioritising and case load management.
* Strong attention to detail.
Location: Remote
The rate on offer is: £170 per day via umbrella.
Hours: 37.5hrs Monday - Friday. 9am - 5:30pm
Duration: Initially 6 months, however this is likely to extend.