Complaints Handler

• Salary: £15.17per hour
• Location: Brighton
• Duration: Temporary, 9 months
• Hours: 35 hours per week, Monday to Friday – 9am – 5pm

Do you have a passion for solving problems and creating great outcomes for both customers and the business? Is outstanding service at the centre of everything you do? If you’re looking for a role that combines risk management, utilising your network to create innovative solutions and strengthening customer relationships, then this could be the role for you!

Manpower have a fantastic new opportunity for the right candidate to become a Complaints Handler, working with our client, a FTSE 100 Credit Card Company, based in Brighton, United Kingdom.

The Role

• The Complaint Handlers are responsible for thoroughly investigating all sides of our Know Your Customer (KYC) complaints, speaking to customers to fully understand every aspect of the problem
• You’ll explore all systems and processes, gathering evidence and liaising with other teams to determine the correct outcome
• You will then communicate your findings in writing and via telephone

In Your Role, You Will

• Deliver exceptional service through the handling and resolution of complaints, reaching a fair outcome for the complainant in line with the core business principles
• Compile accurate and complete case files, showing evidence of systems used during investigation and updating notes within file to reflect action/progress of investigation
• Review all relevant information during investigation, accessing a variety of systems and working with other departments and business partners to obtain complete understanding of the circumstances surrounding the complaint. Use all information to reach a decision whether to uphold, reject or partially uphold/reject complaint
• Articulate the outcome of the investigation to the complainant and the final decision to uphold or reject the complaint clearly, fairly and not misleading
• Work closely with the KYC Team, Compliance, other areas of the business and business partners in order to obtain a resolution on complaints
• Provide detailed fact-based feedback following documented feedback process in order to prevent future complaints

Experience Required

• Resilience and a desire to thrive under pressure
• Strong ability to manage multiple workloads in a target driven environment
• High standard of verbal and written communication
• Demonstrated experience in handling challenging conversations
• Communicates effectively

If you feel that you fit the above criteria and would like to work in a vibrant, forward thinking environment, then apply here today!