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.
This role does require taking inbound calls and making calls 80% of the time.
What you’ll be doing:
- Taking incoming calls and updating customers on the status of existing complaints.
- Preparing and loading customer cases onto the client system ensuring all details are entered correctly.
- Contacting customers to provide updates on their case.
- Take ownership of cases and contacting third parties for evidence and information to support case investigations.
- Checking if the client is liable for the issues and deciding on a support plan for the customer.
- Take responsibility for queries/issues through to resolution.
- Write templated outcome letters to the customer.
- Manage expectations of all internal and external customers.
What we’d like to see from your application:
- Previous experience within financial services complaints.
- Experience in motor finance would be advantageous.
- Strong oral and written communication.
- Confidence on the phone to interrogate and collect key information.
- Great prioritising and case load management.
- Strong attention to detail.
Location: Remote
Rate: £180 gross per day via umbrella
Hours: 37.5hrs Monday to Friday. 9am - 5:30pm.
Duration: Initially until June 2026 with opportunity to extend.
Email your CV to vacancies@equiniti.com to apply for this role with the subject matter: (Telephone Complaint handler - Remote)
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.