PPI Complaints Handler

Posted 8 March by Grovelands

This is an opportunity working within a building societies’ Customer Complaints team. The client is one of the largest building societies in the UK. The role is working as a PPI Case Handler handling end to end complaints from acknowledgement to final response letter. The complaint handler will be required to respond to complaints in writing and or over the telephone.

The role:

  • 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
  • Deliver excellent customer service, resolving complaints at the first point of contact
  • 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
  • Requirement to make outbound calls to customers as part of the complaints process

What you need:

  • Experience working within PPI, performing end to end reviews on products such as Mortgages, Loans and Credit Cards
  • 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
  • Flexible and approachable and to be able to work well under pressure
  • Able to provide and receive constructive feedback in order to improve the level of service
  • Experience of writing letters within a professional capacity
  • Flexible and Commitment

This role is an on going contract with a shift pattern of Monday - Friday 9-5pm however these shifts are subject to change so candidates need to be flexible with regards to hours. There is a strong likelihood that the contract will be extended.

Required skills

  • Complaints
  • Customer Service
  • PPI

Application question

Do you have a minimum of 12 months PPI experience?

Reference: 34633910

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