As a Complaint Handler, you will play a key role in supporting customers through what can often be a challenging time, helping to resolve concerns and deliver fair, balanced outcomes. You’ll speak directly with customers to fully understand each situation, carefully capture the details on the bank’s systems, and carry out a thorough review of the facts whilst ensuring any compensation is accurately assessed.
This is a fantastic opportunity to join a leading UK bank, build your financial services expertise, and make a genuine difference by helping customers reach positive resolutions.
What you’ll be doing:
- Take ownership of new complaints by discussing the situation with customers update customers on the status of existing complaints.
- Preparing and loading customer complaints onto the client system ensuring all details are entered correctly.
- Take ownership of cases and contacting third parties for evidence and information to support case investigations.
- Writing final response letters to answer complaint points with clear rational and resolution in plain English.
- Call volumes are around 10 - 15 calls a day to complete the data gather stage of the complaint and any updates.
- Take responsibility for queries/issues through to resolution.
- Manage expectations of all internal and external customers.
What we’d like to see from your application:
- Previous experience within complaint handling.
- Knowledge of the financial service industry and regulations.
- Strong oral and written communication.
- Confidence on the phone to interrogate and collect key information.
- Great prioritising and time management.
- Strong attention to detail.
Location: Cardiff. You will be expected to work fulltime from the office in Cardiff.
The rate on offer: £150 per day gross via umbrella. With opportunity to increase to £165 after accreditation (12 weeks).
Hours: 37.5hrs per week on a shift between the hours 8.30am-6:30pm - Monday - Friday with a 30 minute break.
Duration: Initially 3 months, with opportunity to extend.
Email your CV to Cardiff@hazellcarr.com to apply for this role with the subject matter: (Complaint Support Agent + Cardiff)
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.