Banking Complaint Handler

Huntswood's people are its most valued asset, and we take their career development very seriously. We are a Business Process Outsourcer otherwise known as a BPO in the industry.

Working with Huntswood means that over your career with us you'll experience a greater variety and flexibility compared to working with a single company.
Whether you are joining us in a contract position or as a permanent employee, Huntswood commits the same energy and effort into developing your career and skillset!

BANKING CUSTOMER SERVICE COMPLAINTS HANDLER

We are seeking a dedicated and empathetic Complaints Handler to join our team and manage customer complaints effectively and efficiently.

What you'll do.

As a Complaints Handler, you'll be taking ownership of complaints and making sure that fair outcomes are achieved for our customers. This will include making sure that due consideration is given to customers who have suffered distress, inconvenience or financial loss.

You'll be dealing directly with our customers, providing empathy, listening to their concerns and communicating with them regularly as you resolve their complaint.

Start Date: 19th May 2025

Salary:£12.60 per hour + up to £1.10 per hour performance bonus and the opportunity to earn our loyalty bonus of £1400 per annum for coming to work!

Working hours: 37.5 hours per week, 5 days per week. Monday to Friday between 8am - 6.30pm on rotation

Where: Glasgow, City Centre

Benefits:

• Comprehensive Training with experienced Trainers
• Life assurance - providing coverage at 1x your basic salary in the event of unforeseen circumstances
• Health Cash Plan - helping you claim back the cost of everyday healthcare
• 'Perks at work' staff discounts - access to our intranet with exclusive discounts from leading retailers such as Apple, M&S, Expedia and many more…
• Loyalty Bonus - Opportunity to earn up to £1,400 per year for your commitment to Huntswood!
• Colleague Recognition Scheme - Become a Huntswood Hero!
• Regular colleague engagement activities where you could earn additional incentive
• Access to an online Well-being centre that has a variety of tools to nurture your overall health
• Free Fruit, Tea, Coffee & Hot Chocolate on site
• Discounted Premium City Centre Parking
• Refer a friend scheme (earn £1000 for each person you refer)
• Mentorship program to grow and develop within the company

Day to day, you'll be:

• Making sure that all complaints are fully and accurately logged and updated on the complaints management system
• Making sure that the nature of the complaint is fully investigated and understood before responding
• Understanding and responding positively to any objections customers may have
• Building and maintaining strong working relationships with other parts of the bank to support the delivery of fair outcomes and great customer experiences
• Identifying areas for process, policy and service improvements

The skills you'll need

• Outstanding customer service in a challenging environment
• Proven experience dealing with complaints
• Proven ability to deliver fair outcomes in difficult situations
• Empathy and patience when dealing with a range of customers
• Strong communication and interpersonal skills
• Genuine empathy for a customer's situation and needs
• Good problem solving and decision making skills
• Excellent attention to detail
• The ability to manage your own workload and prioritise accordingly
• Positive attitude

In February 2024, Huntswood become part of the ResultsCX organisation. ResultsCX is aleading provider of transformational CXM (Customer Experience Management) services to global brands, including Fortune 100 and 500 firms. By partnering with Huntswood, ResultsCX expands its service capabilities in the BFSI (Banking, Financial Services, and Insurance) sector, and strengthens connections with leading energy and water companies in Utilities.

To help you stay safe in your job search Huntswood will onlyask for contact details via email when first contacting you and not any other personal details.

Huntswood, A Results-CX company is an equal opportunity and affirmative action employer and will consider all qualified applicants without regard to race, colour, religion, national origin, sex, sexual orientation, gender identity, age, disability, veteran status, or any other protected factors under federal, state, or local law.