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Complaint Handler

Customer Service Rich Text

As a complaints handler you will research customer requests for disputed items, investigate, update outdated information where necessary and process any other specific requests via mail, email and phone calls. You will handle immediately or direct to the appropriate resolver group for further investigation/resolution and utilize various prescribed methods to obtain current information: call creditors, interview borrowers when necessary, contact landlords for rental verification's and/or contact the client when necessary.

The perks of being an Equifax employee?

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. 

What you’ll do 

  •  Handle a range of customer interactions (primarily calls) including complaints and queries, in order to effectively address issues in a manner which ensures that the customer is fully informed and appropriately advised on steps towards resolution and associated timeframes

  • Use information and resources available to investigate and resolve customer queries immediately or direct to the appropriate resolver group for further investigation/resolution

  • Where immediate resolution is not possible, case-manage the resolution process and associated customer interactions ensuring that the customer is kept appropriately informed and advised in line with agreed expectations

  • Value complaints as a means of strengthening our processes & improving our relationship with our customers

  • Use a variety of customer channels and communication tools to interact with the customer, including telephone, e-mail, letter, Social Media, Chat and others

  • Work to agreed goals with a high priority on quality

What experience you need  

  • Good customer service experience ideally within consumer complaints

  • 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

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.

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