Job Description

We are looking for passionate complaint handlers who want to find fair outcomes for customers to join a motor finance provider in Newport. 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. 

The role is initially full time on site with opportunity to work on a hybrid basis after 2 – 3 months, and passing sign off. 

The contract is initially for 4 months but there is opportunity for this to extend. 

What you’ll be doing as Complaint Handler: 

Taking ownership of a pipeline of cases from start to resolution.

Logging new complaints, loading customer cases onto the client system ensuring all details are entered correctly.

Making outbound calls / writing to customers, dealers, motor manufacturers, and senior customers within major motor brands to gather information and facts to support each complaint case.

Balancing priorities between your complaint cases, emails, telephone calls and taking escalated calls from contact centre colleagues.

Deliver fair outcomes for both customers and the business.

Liaising with customers over the phone to provide support and updates on proceedings.

Checking if the client is liable for the issues and deciding on a support plan for the customer.

Taking responsibility for queries/issues through to resolution.

Writing templated outcome letters to the customer. 

Managing expectations of all internal and external customers.

What we’re looking for in a Complaint Handler: 

Previous experience within financial services complaints

Previous telephony call handling experience

Proactive and confident handling multiple workstreams

Strong attention to detail

Core hours:  37.5 hours a week Monday to Friday on a shift between the hours of 8:30am-6pm. You will get a 30-minute break each day that is on top of the working hours.

Location: Newport – Parking is available on site.

Training: Once you pass accreditation (around 2 months) you will be able to work on a hybrid basis with 2 days in the office each week.

If you’re interested in this Complaint Handler role and are excited to join a rewarding company and support customers though their journey, then please click apply online and upload an updated copy of your CV.

Please note any offer is subject to satisfactory pre-employment screening checks. These consist of employment, activity & GAP verification, DBS or Access NI, Credit, Sanctions & CIFAS checks. 

We are committed to equality of opportunity for all hires and applications from individuals are encouraged regardless of age, disability, sex, gender reassignment, sexual orientation, pregnancy and maternity, race, religion or belief and marriage and civil partnerships.

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