Customer Service / Complaints Adviser

Posted 5 February by Capita

Job Title - Customer Service / Complaints Adviser

Location - Leeds, City Centre

Hours - Monday to Friday

7am -3pm Shift Pattern - £20,000 to £25,000 per annum depending on experience

3pm - 11pm Shift Pattern - £23,000 to £25,000 per annum depending on experience

About the role:

We are looking for experienced and customer focussed Case Handlers to join our growing team of Complaint Managers here in Leeds city centre to start on the 1st March 2018.

You will have full ownership of your own Packaged Bank Accounts (PBA) case load investigating complaints of potential mis-sales. Delivering a first-class customer service and full end to end service of complaint handling, you will accurately review the file, investigate the case and agree a fair outcome. You will then ensure that you articulate your decision to the customer, effectively and professionally both verbally and in writing.

Experience in managing customer complaints within financial services is essential due to the complex investigation required.

Minimal experience in the Financial Services/Complaints sector? Don't worry, with our excellent training program your earning potential could be increased in as little as 9 months!

About Capita | Remediation Services

We are Capita, the UK's leading provider of business process management and integrated professional support service solutions. Through bespoke, quality solutions, we've helped countless organisations unlock value and maximise their potential. With access to our range of unique and diverse opportunities, offering real career advancement and progression, we can unlock your potential too. Remediation Services are a leading player within the remediation market, having worked on every major regulatory review since 1998. We help our clients within regulated sectors with the remediation challenges that they are required to address.

You will:

  • Have experience of managing complex customer complaints preferably within financial services

  • Be able to interpret data and process high volumes of information

  • Have experience in a customer facing role

  • Be able to understand and absorb complex customer related data and translate into a clear concise response that meets business and regulatory requirements

  • Be highly proficient in the use of IT systems and Microsoft Office packages

  • Remain calm and professional in a fast moving and continually changing environment

  • Enjoy working in a target drivenenvironment whilst multi-tasking to ensure you prioritise and manage your own work load

  • Have excellent communication skills and articulate - verbally and written

  • Love working in an exciting, dynamic and fast paced customer facing environment

  • Previous experience of resolving complaints relating to Packaged Bank Accounts is desirable but not essential

    What's in it for you?

    At Capita, training and development aren't optional extras: they're how we do our job. We will motivate you to perform at your peak, recognising your achievements and rewarding them appropriately. You will receive 23 day's holiday pro-rata (rising to 27 days) and a company pension scheme along with life assurance and access to voluntary benefit options including; child care vouchers, share ownership plan, additional private healthcare insurance, holiday buy/sell and many more designed to suit your own personal lifestyle. All of this, in a professional but fun environment.

    What we hope you will do next

    Help us find out more about you by completing our short application process - click apply now.

    Capita operates as an equal opportunities employer and we welcome all applications regardless of gender, marital status, sexual orientation, pregnancy, race, colour, ethnic origin, nationality, religion or beliefs, disability, age, political opinions or trade union membership.

    Listen | Create | Deliver

    You may have experience of the following: Customer Service, Complaints Handling, Case Management, Case Handler, Packaged Bank Accounts, PPI, Investment, Financial Services

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Capita Resourcing welcome applications from all suitably qualified people regardless of gender, race, disability, age or sexual orientation.

Capita Resourcing is a trading name of Capita Resourcing Ltd. Services offered are those of an Employment Agency and Employment Business. Applicants will be required to register with us.

If you are successful with your application, you will need complete Capita's vetting and screening checks. This will include, but not be limited to, Reference Checks, a Criminality Check, Financial Probity Check, Sanctions Check and Media Check.

Required skills

  • Financial Services Experience
  • Complaints Management
  • Senior Customer Advisor

Reference: 34400598

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