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Complaint Handler - £175 per day - Bristol/Remote

Thu 09 Jun 2022

Bristol - £175 Via Umbrella

We have an exciting opportunity to join a growing project, supporting the customer arrears remediation team with general enquiries from customers. This role will be based from home but some travel to the office in Bristol will be required on weekly basis and to undertake initial training over a 1 or 2 week period.

We are looking for an experienced complaint handler with experience with customer relations to join an exciting new contract.

Location: Remote but candidates will need to be able to commute to Bristol at least once a week. 

Training: Will be undertaken on site in central Bristol for 1-2 weeks 

The rate on offer is £175 per day Via Umbrella

Hours: Monday to Friday, Standard office hours. 

Suitable candidates will need good complaints handling experience, and be customer focused.

As a Complaint Handler, you will:

  • To handle inbound customer queries (calls, emails, contact us etc) relating to Collections and Recoveries customer remediation activity. 
  • Help guide customers through the remediation programme by answering questions they may have in relation to communications received.

  • Identify vulnerability and apply agreed adjustments and/or escalate to relevant SME to agree actions.

  • Identify and record complaints using agreed policies and procedures via the agreed workflow platforms.

  • To conduct thorough investigations into complaints raised linked to the remediation activity using core systems, SME input and evidence provided by the customer to reach fair and compliant outcomes.

  • To issue bespoke complaint responses to customers (verbal and/or written) addressing the issues raised and explaining the outcome reached.

  • Working closely with existing members of the team to deliver customer outcomes that are fair, regulatory compliant and in line with quality and quantity expectations.

In order to be considered for this role you must have the following skills: 

  • Grounded and strong Financial Services complaint handling experience.
  • Strong end to end complaints experience
  • Strong communications skills and comfortable liaising with customers over the phone

Email your CV to Bristol@hazellcarr.com to apply for this role with the subject matter: Complaint Handler - Bristol