Client Complaint Handler

2 weeks ago


Leeds, United Kingdom Equifax Full time

**This is a Fixed Term Contract until Dec 2024
***What you'll do**:

- Managing full and thorough investigation of complaints within FCA guidelines, specifically focusing on complaints defined as complex, which are:

- FOS referrals
- Customer appeals
- Complaints from customers in particularly vulnerable circumstances
- Complaints which could potentially attract significant amounts of redress
- Executive complaints
- Press office complaints
- High profile complaints
- Those which require a significant level of experience and expertise to be able to resolve appropriately
- Managing service quality and customer complaints in accordance with KPIs
- Ensuring all consumer complaints receive a fair outcome
- Engaging with the customer via various channels (e.g. written, telephone) ensuring a complete record of all information gathered or given is maintained
- Working collaboratively with other business areas to ensure a fair outcome for the customer
- Delivering a consistently high level of accuracy and attention to detail
- Delivering excellent customer service including appropriate management of customer expectations in line with Equifax’s values and conduct rules
- Ensuring root cause is completed on each complaint to support the business in improving its services
- Ensuring full understanding of Equifax’s quality standards and expected standards of service in support of this role

***What experience you need**:

- Working in a customer service/complaints background
- Working knowledge of GDPR.
- Working knowledge of the 11 principles for businesses which underpin FCA rules and guidelines.
- Education Required: A Levels or college equivalent or Leaving Certificate/GCSEs.

***What could set you apart**:

- Use of Salesforce
- Good experience within a FCA regulated complaints team.


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