Complaints Handler

We are looking for an experienced Complaint Handler who is passionate about finding fair outcomes for customers.

You will be loading motor finance complaints onto the system, discussing the complaint with the customer over the phone, collecting and reviewing evidence from systems to understand the situation in detail, and concluding the outcome in a final response letter.

You will be joining a welcoming team within a motor finance company in Bracknell where you will have a balance of working two days in office and three days from home each week once you have passed their training program.

What you’ll be doing as a Complaint Handler:

• Taking ownership of a pipeline of complaint cases from start to resolution.
• Speaking to customers on the phone to discuss the complaint case and provide updates.
• Logging new complaints, loading customer cases onto the client system ensuring all details are entered correctly.
• Collecting and reviewing information from customers regarding their motor finance agreement.
• Taking responsibility for queries/issues through to resolution.
• Deciding fair outcomes for both customers and the business.
• Writing templated outcome letters to the customers.
• Managing expectations of all internal and external customers.

We’re looking for a Complaint Handler with:

• Previous experience complaint handling and complaint resolution.
• Previous financial services experience.
• Telephone experience.
• Confidence handling multiple workstreams.
• Strong attention to detail.
• Commutable distance to Bracknell.

Hours: 37.5 hours a week Monday to Friday between the hours of 9am-5:30pm.

Location: Bracknell. This can reduce to 2 days a week in office and three days from home after training and sign off.

Parking: Yes

Contract: 3 months initially with opportunity to extend.

Training: On site full time for the first 4 – 6 weeks.

This role does not offer remote working so we will not be able to consider applicants that are not within a commutable distance to Bracknell.