PPI Complaints (comprehensive)
Working in our complaints team, at our Head Office site in Milton Keynes a Complaints Handler, is one of the most interesting and challenging roles in the team. You need to be the type of person that pays great attention to detail as you are responsible for investigating complex/regulatory complaints related to Payment Protection Insurance. At Santander we always put the customer at the heart of everything we do so if you are the type of person that can balance great customer care with a high level of attention to detail as well as good analytical numerical skills, we would like to hear from you.
Successful Complaints Handlers are able to:
• Be diplomatic, empathetic and understand issues from the Customer's perspective by asking the right questions to achieve this.
• Through written correspondence you will respond to customers concerns.
•Ability to manage multiple cases at any given time..
• Analytical skills in order to examine each case.
You will be confident in your decision making
• Exercises judgement when dealing with a wide range of situations to reach balanced resolutions which meet both Customers' expectations and Santander business needs.
• Keeps Customer informed - proactively calls the Customer to explain the resolution within agreed time and quality standards
• Understand and explain escalation procedures (Ombudsman) where applicable, including the Financial Ombudsman Service.
• Captures all details and progress of the complaint or feedback on the systems in place.
Skills Required:
The role of complaint's Handler means that you are working in a regulated environment, therefore similar experience of working in the financial services or complaints is desirable.
Also important in this role are the ability to have strong attention to detail when reading information. In addition you will be good with numbers along with the ability to communicate in an empathetic manner with customers both verbally and in writing.