Complaint Handler
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Job Location:
Monthly Salary:
Posted on:
30+ days ago
Vacancies:
1 Vacancy
Department:
Job Summary
We back you with benefits that support your holistic well-being so you can be and deliver your best. This means caring for you and your loved ones physical financial and mental health as well as providing the flexibility you need to thrive personally and professionally:
- Competitive base salaries
- Bonus incentives
- Support for financial-well-being and retirement
- Comprehensive medical dental vision life insurance and disability benefits (depending on location)
- Flexible working model with hybrid onsite or virtual arrangements depending on role and business need
- Generous paid parental leave policies (depending on your location)
- Free access to global on-site wellness centers staffed with nurses and doctors (depending on location)
- Free and confidential counseling support through our Healthy Minds program
- Career development and training opportunities
Offer of employment with American Express is conditioned upon the successful completion of a background verification check subject to applicable laws and regulations.
At American Express our culture is built on a 175-year history of innovation shared values and Leadership Behaviours and an unwavering commitment to back our customers communities and colleagues. As part of Team Amex youll experience this powerful backing with comprehensive support for your holistic well-being and many opportunities to learn new skills develop as a leader and grow your career.
Here your voice and ideas matter your work makes an impact and together you will help us define the future of American Express.
Do you thrive on solving complex problems and delivering outcomes that are fair evidence based and handled with empathy - even when the resolution may not be what the customer hoped for. If youre passionate about improving experiences building trust and making a difference in a role where every case matters you might be a great fit for our Global Customer Research & Solutions team.
Were on the lookout for Complaint Investigation Specialists to join our high-performing collaborative team.
Based in Brighton GCRS leads the way in resolving CardMember and Merchant complaints with fairness transparency and integrity. Our work also includes handling regulatory claims such as Section 75 of the Consumer Credit Act and liaising with the Financial Ombudsman Service to uphold best-in-class standards in conduct and customer care.
As a member of our Informal Complaints Team you will play a key role in supporting our customers by proactively addressing their concerns at an early stage. This role involves making outbound calls to customers who have raised informal complaints with the aim of resolving their issues quickly fairly and efficiently before they escalate to the formal complaint process. You will be expected to listen carefully show empathy and use problem-solving skills to deliver a fair outcome in a positive way that restores customer confidence in our services
How will you make an impact in this role
Put Customers at the Heart: Resolve complaints fairly and consistently in line with the FCAs Consumer Duty and Treating Customers Fairly (TCF) principles.
Lead Thorough Investigations: Collect review and assess all available evidence. Liaise with internal teams to fully understand each situation before deciding on the most appropriate and fair resolution.
Communicate Clearly and Transparently: Explain outcomes in a way thats easy to understand over the phoneensuring your communication is always accurate fair and not misleading.
Own the Outcome: Take full ownership of complaint cases ensuring customers feel listened to and respected throughout the process.
Drive Continuous Improvement: Share insights and feedback that help identify and prevent recurring issues and support a culture of learning and continuous improvement.
Stay Informed and Curious: Keep your knowledge up to date across products services and evolving regulationsbringing an inquisitive mindset to every case.
Collaborate for Impact: Work with Compliance Legal (GCO) and other business partners to ensure all complaints are handled in line with internal policies and external expectations.
Minimum Qualifications
Strong written and verbal communication skills with the ability to explain complex decisions simply and fairly
Advanced customer call handling skills with proven ability to effectively manage and de-escalate challenging situations in real time with a calm empathetic and professional approach.
Previous experience handling complaints or managing complex customer issues preferred
Ability to perform root cause analysis identify patterns and underlying issues and provide feedback to drive process and service improvements.
A Customer-First mindset with a strong knowledge of ho
w to treat customers fairly and communicate decisions clearly even when the outcome may not align with their expectations
Confidence in navigating multiple systems tools and processes
Independently managing workloads while exercising sound judgement in prioritizing tasks with strong organizational skills including a proficiency in inventory management.
The ability to manage multiple tasks effectively in a fast-paced target-driven environment
A proactive and adaptable attitude open to feedback and change
Employment eligibility to work with American Express in the UK is required as the company will not pursue visa sponsorship for these positions.
Key Skills
- Load & Unload
- Ruby
- Shipping & Receiving
- Forklift
- Lift Truck Experience
- Basic Math
- Packaging
- Warehouse Experience
- Delivery Driver Experience
- Heavy Lifting
- Human Resources
- RF Scanner
