Customer Relations Complaints Case Handler

Internal Grade F

Who are Experian?

We are the world’s leading global information services company. During life’s big moments – from buying a home or a car, to sending a child to college, to growing a business by connecting with new customers – we empower consumers and our clients to manage their data with confidence. We help individuals to take financial control and access financial services, businesses to make smarter decisions and thrive, lenders to lend more responsibly, and organisations to prevent identity fraud and crime.

We have 20,000 people operating across 44 countries and every day we’re investing in new technologies, talented people, and innovation to help all our clients maximise every opportunity. We are listed on the London Stock Exchange (EXPN) and are a constituent of the FTSE 100 Index.

Our approach to flexible working

We care about work that works, whether that’s about where you work or adjusting your hours to fit better with your life. Our flexible working practices, including our hybrid working model where you can split your working time between the office and your home, support our belief that this balance brings long-lasting benefits for our business as well as ensuring that our people can balance successful careers with their commitments and interests outside of work. So that you can love where you work, please discuss what works for you with your recruiter during the hiring process.

Accepting you, for you.

We want you to feel accepted for who you are and to feel safe, valued and to help us build a culture of true belonging. Experian is proud to be an equal opportunity employer and we take affirmative action to create a more inclusive and equitable world of work. We are committed to equal employment opportunities regardless of age, disability, gender identity, marital status, race, ethnicity, faith or belief, sexual orientation, socioeconomic background, Veteran status or whether you’re pregnant or on family leave.

Job Description

We are looking for flexible and diligent Complaint Case Handler who can provide high quality customer service to a vast spectrum of customers and clients. As a Complaint Case Handler, you will be responsible for handling customer complaints through all forms of communication. Confident and empathetic, you will illustrate a flair for written and verbal communication as you help to satisfy objections by investigating and resolving complex problems through to resolution, whilst adhering to regulatory legislation at all times. Portfolio Management is key in this role and you should have the ability to multitask and cope well under pressure, juggling multiple cases at any one time.

This role is office based, however we are offering flexibility, we are only asking to work in the office on Wednesdays and Thursdays.

As a Complaint Case Handler, You Will

• Take ownership and carry out full investigation and resolution of issues through listening probing and analysing complaints to determine the underlying needs of the customer.
• Minimise repeat correspondence by contacting customers and clients primarily by telephone to provide first contact resolution to complaints
• Proactively manage your own portfolio of customers, keeping them informed throughout the journey to resolve their issues in a timely manner.
• Ensure Experian fulfils its obligations and is compliant to Data Protection Act (DPA)/ Consumer Credit Act (CCA) and Financial Conduct Authority (FCA) regulations
• Responsible for maintaining all information and correspondence relating to complaints on the appropriate databases
• Support continuous improvement by feeding back trends / observations and identifying emerging risks

Qualifications

What sort of person are we looking for?

• Very strong communication and influencing skills (both written and verbal) with the ability to explain complex issues in a simple and clear manner producing professional and articulate response letters.
• Strong portfolio management
• Excellent listening skills and ability to build rapport with customers
• Ability to manage multiple priorities whilst achieving department and individual targets
• Ability to handle customer objections effectively through to resolution and make a final decision on the merits of the complaint.
• Flexible and adaptable to change
• Excellent attention to detail, with a proactive and can do approach to problem solving
• Ability to multi-task, handle complaint volumes efficiently and think on your feet
• Desirable – Experience of working complaints
• Desirable – Experience of handling Commercial or Business to Business complaints in a regulated environment
• Desirable – Awareness of DISP and FCA requirements when complaint handling
• Desirable – An understanding of Data Protection legislation, Consumer Credit Act and Financial Ombudsman governance

Additional Information

Whilst we’re looking for experienced complaints handlers, we heavily invest in training and your first few weeks with us will focus on becoming the master of Experian case management.

Location – Sir John Peace Building – NG2 Business Park

Working hours – 37.5hrs per week on a shift rotation covering 8am – 7pm Monday to Friday and 8am – 5pm Saturday; includes a day off in the week.

Why choose us?

Our colleagues’ health and wellbeing are a top priority for us, that’s why our reward, benefits and wellbeing programmes are designed so you can come to work feeling your very best self. Our benefits focus on health, money, and lifestyle so you can tailor your benefits to your own personal needs. Whether it’s your physical and mental wellness, getting to work or preparing for the next big milestone in your life, we have a range of flexible options to have you covered!

To learn more about our culture and what it’s really like to work here, check out our interactive guide here: https://view.pagetiger.com/experianguideforcandidates/1

Could this be the role for you? Apply now to start your journey with Experian.

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