SME Complaint Handler

We have an exciting opportunity to join a global banking company as a complaints handler for a 6-month contract. This role is 100% remote working from home, Monday to Friday and no weekend work!

This role's main goal is to take ownership and handle specific complaints that could be complex in nature across a full range of channels.

Key Responsibilities

• Liaise with customers directly to make sure the nature of the complaint is investigated and understood before responding
• Make sure complex, high profile and non-routine complaints are thoroughly and impartially investigated and resolved
• Own the investigation and resolution process for complex and in-depth concerns
• Identify areas for process, policy and service improvements and suggest fit-for-purpose solutions in order to drive customer satisfaction and reduce further complaints

Join us as a Complaints Handler

• If you have a passion for customer service and can deal with complaints in a calm and professional way, then you could thrive in this rewarding role
• You'll have a key part to play in building trust in the bank, and you'll be recognised for your focus on doing the right thing
• This is an opportunity to develop your career in an environment with a friendly and collaborative culture

What you'll do

• As SME Complaints Handler, you'll be taking ownership of complaints and making sure that fair outcomes are achieved for the SME customers. This will include making sure that due consideration is given to customers who have suffered distress, inconvenience or financial loss.
• You'll be dealing directly with our customers, providing empathy, listening to their concerns and communicating with them regularly as you resolve their complaints.

Day to day, you'll be:

• Making sure that all complaints are fully and accurately logged and updated on the complaints management system
• Making sure that the nature of the complaint is fully investigated and understood before responding
• Understanding and responding positively to any objections customers may have
• Building and maintaining strong working relationships with other parts of the business to support the delivery of fair outcomes and great customer experiences
• Identifying areas for process, policy and service improvements
• We're looking for someone who has a passion for delivering outstanding customer service in a challenging environment, with a positive attitude. You'll have a proven ability to deliver fair outcomes in difficult situations, demonstrating empathy and patience when dealing with a range of customers.

We'll also be looking for you to demonstrate:

• Strong communication and interpersonal skills
• Genuine empathy for a customer's situation and needs
• Good problem-solving and decision making skills
• Excellent attention to detail
• The ability to manage your own workload and prioritise accordingly

Further details:

• 28 days of holiday
• Start date as of 4th of September
• 100% remote working from home
• Monday to Friday 9 am-5 pm /no weekends
• Initially 6 months contract
• Standard Checks + Basic DBS + Credit Check (contractors need to be fully compliant before the start date)

If you have the relevant experience and are able to start immediately please apply!