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Complaints Handler

American Express
Up to £12.64 per hour
Closing date
7 Jul 2022

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Job Details

  • Salary: £12.64 per hour
  • Location: Remote based, UK only
  • Duration: Temporary, 9 months
  • Hours: 35 hours per week, Monday to Friday - 9am - 5pm

Do you have a passion for solving problems and creating great outcomes for both customers and the business? Is outstanding service at the centre of everything you do? If you're looking for a role that combines risk management, utilising your network to create innovative solutions and strengthening customer relationships, then this could be the role for you!

Manpower have a fantastic new opportunity for the right candidate to become a Complaints Handler, working with our client, a FTSE 100 Credit Card Company.

The Role

  • The Complaint Handlers are responsible for thoroughly investigating all sides of our Know Your Customer (KYC) complaints, speaking to customers to fully understand every aspect of the problem
  • You'll explore all systems and processes, gathering evidence and liaising with other teams to determine the correct outcome
  • You will then communicate your findings in writing and via telephone

In Your Role, You Will

  • Deliver exceptional service through the handling and resolution of complaints, reaching a fair outcome for the complainant in line with the core business principles
  • Compile accurate and complete case files, showing evidence of systems used during investigation and updating notes within file to reflect action/progress of investigation
  • Review all relevant information during investigation, accessing a variety of systems and working with other departments and business partners to obtain complete understanding of the circumstances surrounding the complaint. Use all information to reach a decision whether to uphold, reject or partially uphold/reject complaint
  • Articulate the outcome of the investigation to the complainant and the final decision to uphold or reject the complaint clearly, fairly and not misleading
  • Work closely with the KYC Team, Compliance, other areas of the business and business partners in order to obtain a resolution on complaints
  • Provide detailed fact-based feedback following documented feedback process in order to prevent future complaints

Experience Required

  • Resilience and a desire to thrive under pressure
  • Strong ability to manage multiple workloads in a target driven environment
  • High standard of verbal and written communication
  • Strong relationship management and interpersonal skills
  • Ability to adapt to a changing environment
  • Demonstrated experience in handling challenging conversations
  • Communicates effectively

If you feel that you fit the above criteria and would like to work in a vibrant, forward thinking environment, then apply here today!


From high employee satisfaction ratings to their many workplace awards, American Express is consistently recognised as a great place to work by people around the world.

For more than 160 years, American Express has built a business based on trust and reliability, and has earned a reputation for delivering world-class service and business success.

With flexibility, personal recognition, teamwork, reinvention, challenges and integrity at the heart of what you do, you’ll continue to deliver this best-in-class service, every day.

American Express has never been afraid to explore new possibilities. They’re striving to exceed expectations; they’re embracing the changing marketplace. Extraordinary people work for American Express - and this is your chance to be part of it.

Find Us
Head Office
Amex House
Edward Street
BN88 1AH
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