PM Shift Complaint Handler
Title: Complaints Handler
Hours: 37 per week
Days: Monday – Friday
Evening; 3pm – 10.30pm
£11 ph
Start date: Various please call Consultant for details
A popular bank located in the Poole, Dorset area are recruiting for staff relation to PPI to support a national project. This organisation is located near the train and bus station and offer car parking – so ideal for commuters.
The Complaint Handler will deal with complaints resulting from the mis-selling of PPI, taking into account any risks to the Bank’s reputation and ensuring that these are handled in accordance with the Financial Services Authority timescales.
Once a PPI Complaint has been received it is scanned into the system, to allow the worker to work within a paper-less environment.
Duties:
At the start of a shift several cases are allocated to agents by Team Leaders.
The Complaint is logged, following a set process, and questions relating to the case are answered.
This may require some investigation in different locations, for example, Credit Card statements.
If more information is required from the customer, the agent will call them for this information; within Poole the majority of calls are outbound. Excellent Customer Service is required to ensure the Bank is presented well and that the customer has a good customer experience.
Once a decision has been made, a letter is sent to the customer ensuring that the solution is satisfactory to both the customer and the business. The information contained in the letter must be accurate and correct and the letter must also be clear and coherent, so a high level of written skills is essential.
Decisions can sometimes be made instantly without referring the complaint, which allows an agent to have ownership of a case and work it from start to finish.
There are constant changes within the role, either to improve the process or in accordance with FCA guidelines.
Applicant requirements:
Complaint Handlers must be multi-skilled and able to work flexibly as they may be allocated to any area within PPI, be that Decision making or Logging complaints.
There is clear career progression with a possibility of progressing to QC, (Quality Control), to become an SME, (Subject Matter Expert) or to become a Team Leader.
Details:
Due to various start date’s candidate must be flexible.
When successful, you will attend 6 weeks of training and will be unable to take any annual leave of sick during this time due.
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