What are the responsibilities and job description for the Complaints Case Handler position at Experian?
Company Description
Discover the Unexpected
Experian is the world’s leading global information services company. We’re passionate about unlocking the power of data in order to transform lives and create opportunities for consumers, businesses and society. For more than 125 years, we’ve helped economies and communities flourish – and we’re not done.
Our 21k amazing employees in 40 countries believe the possibilities for you, and the world, are growing. We’re investing in the future, through new technologies, talented people and innovation so we can help create a better tomorrow. To do this we employ the brightest minds that share our purpose and want to make a difference.
Our uniqueness is that we truly celebrate yours.
Experian's culture and people are key differentiators. We take our people agenda very seriously. We focus on what truly matters; DEI, work/life balance, development, authenticity, engagement, collaboration, wellness, reward & recognition, volunteering... the list goes on. We’re an award winning organisation due to our strong people first approach.
Innovation is a critical part of Experian's DNA and practices, and our diverse workforce drives our success. Everyone can succeed at Experian and bring their whole self to work, irrespective of their gender, ethnicity, colour, sexuality, physical ability or age. If you have a disability or special need that requires accommodation, please let us know at the earliest opportunity.
Job Description
Start Date - June 2023 with face to face interviews taking place on 18th & 25th May.
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.
- 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.
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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