Customer Service and Complaint Case Handler

5 months ago

Nottingham, United Kingdom Equifax Full time

**What you’ll do**:

- Handle a wide range of complex customer interactions including escalated queries, where you will be required to effectively address issues in a manner which ensures that the customer is fully informed, appropriately advised on steps towards a resolution and associated timeframes.
- Manage full and thorough investigation of complaints within Financial Conduct Authority (FCA) guidelines, specifically focusing on complaints defined as complex, which are:

- Direct from Consumer complaints
- 3rd Party Forwarded Complaints
- Financial Ombudsman (FOS) referrals
- Complaints from customers in particularly vulnerable circumstances
- Executive complaints
- Press office complaints
- Those which require a significant level of experience and expertise to be able to resolve appropriately
- Manage 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
- Work collaboratively with other business areas to ensure a fair outcome for the customer
- Deliver a consistently high level of accuracy and attention to detail
- Deliver excellent customer service including appropriate management of customer expectations in line with Equifax’s values and conduct rules
- Ensure root cause finding is completed on each complaint
- Ensure a full understanding of Equifax’s quality standards and expected standards of service

**What experience you need**:

- Previous experience in a customer service environment
- Previous experience in a complaints handling role preferably within a regulated environment.

**What could set you apart**:

- An understanding of FOS and FCA regulations
- Knowledge of the role of credit reference agencies in the consumer lending sectors and the key risks to consumers inherent in their activities

**#LI-KB1

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