Contact Centre Case Handlers

Up to £21,000 + excellent benefits
11 Aug 2017
31 Aug 2017
Contract Type
Full Time
Contact Centre Case Handlers
Location: Leek
Up to £21,000 + excellent benefits

Ajilon Technology (an Adecco staffing solutions brand) are seeking a number of highly skilled Quality Assurance Advisors to join their team on site with a Major UK Retail Bank.

As a skilled Case Handler you will carry out first line quality checking in respect of PPI Case Support activities, incorporating best practice and providing appropriate feedback to customers

The role will require you to:

- To undertake detailed independent assessment, and provide guidance, advice and solutions to customer complaints and past business review cases.
- Utilise specialist knowledge, skills and behaviours to effectively achieve a successful outcome to the banks MPPI complaints and past business review cases, whilst maintaining the maximum possible level of customer satisfaction, including effective customer retention.
- Contact customers and third parties by phone to assist in resolution of customer MPPI complaints and past business review cases.
- Understand, maintain and apply knowledge on regulatory and legal matters to ensure their smooth and efficient application.
- Support and promote compliance with regulatory and legal matters within the role.
- Develop and maintain relationships with key stakeholders.
- Undertake investigations to defined briefs to support the functioning of the area.

To be considered you must be able to demonstrate:

- A thorough and demonstrated understanding of a complaint handling system such as Respond.
- A proven ability to handle complaints beyond existing quality standards.
- The ability to plan and prioritise effectively.
- The ability to deliver to challenging dead lines.
- Excellent understanding of / the ability to learn the banking regulatory environment.
- Ability to clearly, concisely and accurately communicate with internal and external customers a full range of detailed information, both verbally and in writing, from a variety of sources, using persuasive and negotiating skills.
- Capable of making appropriate complaint handling judgements.
- Highly developed and proven customer service skills.

Ajilon are a global company with a rich history and a unique set of services across both people and technology services, Their aim to help our customers succeed in the ever-changing digital world by bringing together people and technology solutions to meet our customers' requirements.

For More Details please send your CV in today to the recruitment team

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