PPI Complaints Handler

Complaints Handler (PPI), 6 month contract, Doxford, Sunderland

Competitive day rate

Working hours: flexible 9-5, 8-4, etc 100% on site

My reputable client is looking for a number of experienced Complaint Handlers to join their team in Doxford, Sunderland.

Your main responsibilities will be:

* Fully own and manage telephone, written and face to face complaints which are diverse in nature. Ensuring that these are dealt with fairly, consistently, promptly and in accordance with Group, FCA, FOS, and other regulatory bodies' complaint handling standards. This includes deciding on whether compensation and remedial action is required.

* You will be tasked with the whole cycle of the complaint process which could include gathering evidence, reviewing the complaint or calculating the compensation required.

* You will undertake a thorough investigation on all complaints, applying a holistic approach to ensure that fair and consistent customer outcomes are achieved whilst considering any wider issues which may also require consideration.

* You will hold a crucial role in establishing positive relationships with customers, to ensure exemplary complaint resolution and customer service to a reasonable and consistent approach, and to instil confidence to ensure customer satisfaction and avoid repeat complaints.

* Pro-actively, you will use the information gained from complaints to make recommendations on business standards and working practices, to influence improvements that can be made to processes and procedures.

* You will have excellent attention to detail ensuring that you maintain accurate records of customer data and all customer contact regarding complaints is correctly recorded on internal systems.

* To analyse and make complex calculations to check the validity of accounting information or rework the account if required.

* Treating Customers Fairly is at the heart of what we do and you will be responsible for ensuring delivery of fair and consistent outcomes from the complaint handling and case management process.

WHAT SKILLS ARE REQUIRED? We are looking for you to have proven significant, recent experience in managing PPI mis-selling complaints. Deep knowledge and recent experience in Finance/Banking sector is essential. You will have excellent communication and problem-solving skills and be able to achieve deadlines and prioritise work without compromising the quality of output according to conflicting demands.

* Within the role you will be dealing with phone and written complaints, so excellent verbal and communication skills are essential as well as strong numeracy skills

* You will be able to build and maintain strong relationships with other business areas, and third parties

* Proven PPI experience - mortgage, cards, loans/credits

Please note: All successful candidates will be required to undergo Pre-Employment Screening Process before commencing employment. Please do not hesitate to apply or send your CVs to