Complaints Handler - Full Time – Immediate Start Date

Morley, Leeds
Starting salary £22,500
13 Nov 2019
31 Dec 2019
Job Type


At NewDay, we see complaints as an opportunity for us to restore our customers’ faith in our organisation – we’re looking for individuals who are as passionate as we are about driving this forward, and who want to make each interaction with a customer count!

If you haven’t heard of NewDay before, we're the people behind the credit cards from big brand names such as Amazon, TUI, Debenhams, Topshop, Topman, House of Fraser, Laura Ashley, Burton and Miss Selfridge. And we offer our own brands of credit cards too. It's a challenging, fast-paced, supportive place to work situated in our modern call centre in Morley where you'll have the support and opportunities you need to reach your full potential.

Joining our Complaints Team, you'll be responsible for investigating and resolving complaints made to NewDay. Working within FCA and financial industry guidelines, you'll use excellent negotiation skills and knowledge of our business to find fair outcomes for customers. For example, you’ll decide whether the complaint should be upheld, and how much compensation should be paid.

You’ll receive a starting salary of £22,500. On top of this, there’s a discretionary annual bonus of 7.5% of your salary. You’ll also enjoy a fantastic benefits package including 26 days holiday (plus bank holidays), a competitive pension scheme (we double match employee contributions up to a total of 8% of salary), a healthcare cash plan and life assurance, and a whole lot more. We also have an onsite canteen, free parking and a free bus service.

Want to know more?

We receive most of our complaints over the phone, but you’ll also work on complaints made online and through the post. You’ll ensure you understand each complaint in detail and investigate the root cause working with managers across NewDay to collate evidence. You’ll need to understand our policies and the rationale behind any decisions made. Once the complaint has been investigated fully, you’ll agree the outcome, looking for the best way to service the customer with an appropriate and fair resolution for everyone. This might include providing feedback to managers internally where required. As well as escalating complaints to the right level where necessary, you’ll be empowered to maximise our opportunity to delight the customer, responding by phone, email or letter within the three day FCA guidelines to prevent further regulatory escalations and delays in our complaint handling. Your KPIs will be driven by providing an excellent service.

We’re looking for candidates who are improvement-focussed, as you'll also be expected to identify opportunities to reduce complaints in the future.

As you'll be speaking with customers who have gone out of their way to let us know they have a suggestion or are unhappy, throughout all interactions, you’ll need to be professional, demonstrating empathy even in difficult situations. You’ll remain calm under pressure and handle sensitive situations with tact and diplomacy. You’ll need to recognise customers who may be vulnerable and adapt your approach accordingly.

You’ll work fixed shifts, 37.5 hours per week over 5 days between the hours of 08:00 - 19:00 with one weekend day per fortnight as part of your shift pattern.

What you'll need

It’s essential that you have significant experience of working in a similar Complaints role, if this is in the financial sector all the better.

Naturally, you'll need to have excellent call handling skills. You'll be a skilled negotiator with the ability to build rapport and empathise with customers whilst being calm, firm and informative – even when dealing with the most challenging and sensitive complaints.

As you'll be handling multiple customer cases at the same time, you'll also need to be highly organised and able to prioritise. You’ll have great attention to detail, using your listening, questioning and recording skills to ensure details are taken accurately. You’ll also need excellent written communication skills as you’ll be writing letters and emails to customers too.

We’re looking for self-motivated candidates who will take initiative, and are target focused and committed to finding a solution to every complaint made. You’ll also have a passion for continuous improvement, with the ability to identify and flag areas where we could improve the customer experience. 

Because of the nature of what we do, you’ll also need to pass a credit, criminal record and fraud database check.

Sounds like somewhere you’d like to work? We’d love to hear from you. Find out more and apply today using the button below.

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