PPI Complaints Handler

Manpower is currently recruiting for a PPI Complaints Handler on behalf of our client, American Express. This is a temporary role for 6 months but is likely to last longer. Working 35 hours per week Monday to Friday, you will be provided with full training on your first 2 weeks, and offered on the job training as you progress in your role.

Within this highly complex role you will be responsible for replying to PPI complaints in writing while adhering to strict FCA guidelines. The core requirement for this position is to write detailed and compliant letters to cardmembers and clients in response to PPI complaints received via telephone, email or letter. You must be able to competently, diligently and impartially review all relevant evidence in order to address all aspects of the complaint adopting a balanced and impartial approach. The ability to competently calculate appropriate redress, goodwill payments and remedial action is essential and you must be able to articulate the outcome of the investigation and the final decision to either uphold or reject the cardmembers complaint in a way that is clear, fair and not misleading. Successful applicants must adhere to the principals of 'Treating Customers Fairly' as set out by the FCA guidelines. You will also be required to speak with cardmembers contacting the department on the telephone regarding their PPI complaints.

This role may be subject to additional background verification checks.

Qualifications

Required Skills:

* Prior PPI knowledge would be advantageous but not essential
* Formal complaint handling experience is preferred.

This position will be responsible for delivering unparalleled Customer Service to our UK consumer card members, striving for first contact resolution to each complaint. The Relationship Care ethos is central in every transaction and process within Executive Relations. We are looking for a candidate with a strong work ethic, excellent attention to detail, a good team player with the ability to commit to role for at least six months.

In this role:

* You will be able to conduct detailed investigations following receipt of a complaint from a card member involving and reviewing all notes, actions and processes from departments across the business.
* You will construct highly detailed response letters to complaints within strict, regulated, timeframes governed by the FCA.
* You will need to demonstrate high levels of telephony communications with our customers.
* You will be expected to manage a caseload of up to 10 complaints, ensuring that all cases are updated regularly and accurately, and ensuring that cases are closed in a timely manner.
* You will need to work closely with many other areas of the business to ensure a thorough investigation and timely resolution.
* You will need to produce Financial Ombudsman case synopses within regulated timeframes, when required.
* You will be required to liaise and seek consultation from Compliance leaders and other areas of the wider Amex business group when necessary.

If you're looking for your next customer service role within a passionate team, please apply here today!