Graduate PPI Complaint Handler / Administrator

Job description

This is a graduate opportunity working with a bank’s Customer Complaints team. The client manages transactions conducted by banks and financial institutions and is a subsidiary of a major international bank.

The role is working in a Customer Complaints Team who handles written and telephony complaints at the 1st stage of the complaints procedure for all Banking, Savings, ISA, including Probate, Switcher and GI related complaints. The complaint handler will be required to respond to complaints in writing and/or telephone.

Key Duites:

• Investigating PPI claims and making decision on whether the case is upheld or rejected, in accordance with FCA guidelines
• Writing bespoke final response letters to the customer
• Performing redress calculations
• Working to targets which apply to both the quality and quantity
• Working with in-house databases and other IT systems
• Handling inbound and outbound calls, transferred from the contact centre, with some written fulfilment required
• To deliver excellent customer service, resolving complaints at the first point of contact
• To work as part of a team supporting other team members
• Maintain the required level of technical competence through personal development and training so that you remain aware of company policies
• Recording complaint details accurately on all relevant systems and databases

What you need:

• Minimum of 2.1 degree (or similar) required
• Excellent letter writing skills and the ability to use Microsoft word and other PC applications.
• Excellent telephone and communication skills and the ability to take ownership of a complaint situation
• Good organisation skills, effective prioritisation with the ability to communicate effectively, remaining calm when challenged
• Excellent administration skills with attention to detail
• Knowledge of complaint handling policies would be an advantage
• To be flexible and approachable and to be able to work well under pressure
• To be able to provide and receive constructive feedback in order to improve the level of service
• There are roles within our written complaints teams, but there is a requirement to make outbound calls to customers as part of the complaints process
• Experien Complaince of writing letters within a professional capacity
• Flexible and Commitment