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Client Complaint Handler

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Equifax is where you can power your possible. If you want to achieve your true potential, chart new paths, develop new skills, collaborate with bright minds, and make a meaningful impact, we want to hear from you.

Our Complaints Handler's research customer requests for disputed items, investigate, update outdated information where necessary and process any other specific requests via mail, email and phone calls.

This is a Fixed Term Contract until Dec 2024

What you'll do

  • Managing full and thorough investigation of complaints within FCA guidelines, specifically focusing on complaints defined as complex, which are:

  • FOS referrals
  • Customer appeals
  • Complaints from customers in particularly vulnerable circumstances
  • Complaints which could potentially attract significant amounts of redress
  • Executive complaints
  • Press office complaints
  • High profile complaints
  • Those which require a significant level of experience and expertise to be able to resolve appropriately 
  • Managing 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

  • Working collaboratively with other business areas to ensure a fair outcome for the customer 

  • Delivering a consistently high level of accuracy and attention to detail

  • Delivering excellent customer service including appropriate management of customer expectations in line with Equifax’s values and conduct rules

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

  • Ensuring full understanding of Equifax’s quality standards and expected standards of service in support of this role

What experience you need 

  • ​Working in a customer service/complaints background

  • Working knowledge of GDPR.

  • Working knowledge of the 11 principles for businesses which underpin FCA rules and guidelines.

  • Education Required:  A Levels or college equivalent or Leaving Certificate/GCSEs.

What could set you apart

  • Use of Salesforce

  • Good experience within a FCA regulated complaints team.

The Perks of being a Equifax Employee?

We offer a wide range of company supported benefits including contributory pension, life cover, income protection, 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.

Are you ready to power your possible? Apply today, and get started on a path toward an exciting new career at Equifax, where you can make a difference!

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