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Complaints Handler

  • Nottingham, United Kingdom
  • Operations
  • Full time
  • J00126658

As Complaints & DSARs Handler will be responsible for resolving customer complaints in line with relevant product, procedural and regulatory requirements whilst ensuring a high level of customer service is provided throughout the resolution process; ensuring fair outcomes for complainants and maximising customer experience throughout the complaints journey

In addition, you will be responsible for dealing with DSARs & Erasures in line with regulatory guidelines and SLAs together with trace search queries


About TDX Group - An Equifax Company

We've been a pioneer in the debt recovery industry for over a decade, helping businesses drive fair and appropriate consumer treatment by using data and intelligence.

We meet the exacting standards of our clients who are some of the biggest banking, retail and utility names as well as the UK government. The key to TDX's success has been the scope to build and deliver industry-leading performance portfolios, combining precise execution with high quality analytical insight and continuous creativity to our partners.


What you’ll do

  •  Manage service quality and customer complaints in accordance with KPIs ensuring all consumer complaints receive a fair outcome

  • Engaging with the customer via various channels (e.g. written, telephone) ensuring a complete record of all information gathered or given is maintained

  • Delivering excellent customer service including appropriate management of customer expectations

  • Ensuring root cause is completed on each complaint to support the business in improving its services

  • Managing DSARs & Erasures in line with SLAs and FCA guidelines

  • Weekly / monthly reporting on Complaints & DSARs to internal stakeholders and external clients

  • Attending client audits and audios as and when necessary

What experience you need  

  • Intermediate experience managing the full consumer complaints lifecycle

  • Good understanding of DSARs

  • Good experience of managing conflict and difficult conversations

  • Good computer skills able to use MS Office word, Excel and ideally G Suite


What could set you apart

  • Experience within a regulated environment

  • Good experience of handling vulnerable customers

We offer a wide range of company supported benefits including contributory pension, life cover, income protection, Bupa healthcare, enhanced maternity and sick pay, 26 days holiday and a day off for your birthday, with the ability to buy and sell and free credit checks. We also offer flexible benefits ranging from cycle to work, discounted travel options, gym membership, dining and leisure discounts, financial & savings plans, mobile discounts plus much more!

We also support personal development and have a range of learning options including our global online learning platform and allow you to bring your whole self to work supported by our Inclusion and Diversity, Wellbeing and Employee Engagement forums. 

If this sounds like somewhere you want to work, don’t delay, apply today - we’re looking for you!

All qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.


Who is Equifax?

At Equifax, we believe knowledge drives progress. As a global data, analytics and technology company, we play an essential role in the global economy by helping employers, employees, financial institutions and government agencies make critical decisions with greater confidence. ​​​​​​​

We work to help create seamless and positive experiences during life’s pivotal moments: applying for jobs or a mortgage, financing an education or buying a car. Our impact is real and to accomplish our goals we focus on nurturing our people for career advancement and their learning and development, supporting our next generation of leaders, maintaining an inclusive and diverse work environment, and regularly engaging and recognizing our employees. Regardless of location or role, the individual and collective work of our employees makes a difference and we are looking for talented team players to join us as we help people live their financial best.

Equifax is an Equal Opportunity employer, and qualified applicants will receive consideration for employment without regard to race, color, religion, ancestry, age, sex/gender, sexual orientation, gender identity or expression, service in the Armed Forces, protected veteran status, national origin, physical or mental disability, genetic information, citizenship status or any other status protected by law.

For US Applicants

If you'd like more information on your EEO rights under the law, please view ourEEO Policy StatementEEO is the Law Declarations, and Nondiscrimination Provision
If you need a reasonable accommodation to assist with your job search or applicant for employment, please contact us by sending an email to In your email, please include a description of the specific accommodation you are requesting and a description of the position for which you are applying. 

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