Call Handler

Resource Solutions - GSC
11 Jan 2019
16 Jan 2019
Contract Type
Full Time

Role Purpose

The role holder will deal with vulnerable customer's queries via inbound calls, email and post. The role holder is responsible for accurately logging customer queries, assessing the customer responses to establish whether the customer is due redress, Calculation of the redress amount and determining remedial actions to compensation for past and future losses


  • Mailbox management
  • Accurate data entry and processing of customer queries
  • All calls/tasks handled in line with agreed SLA
  • Service query handling
  • Maintain personal compliance of operational and regulatory risk by performing required validation or security checks for all cases where required
  • Ensure all legislative regulatory requirements are adhered to through compliance with the complaints handling policy, training, competency scheme and business standards
  • Take ownership for actively striving to improve the process
  • Ensure quality is Embedded within the work with policy

Essential Experience

  • Minimum of 1 year experience in a customer service/operational role
  • Experience dealing with Vulnerable customers
  • Articulate in both written and verbal communication
  • Working knowledge of MS Office- Excel, Word and Outlook
  • Proven experience of working with multiple systems
  • Working successfully in a target driven environment

Desirable Experience

  • Experience of working in an operational environment
  • Knowledge of wider windows-based applications
  • Experience of working in a financial environment


  • Excellent customer service
  • Effective communication
  • Empathy
  • Effective Listening
  • Attention to detail
  • Computer literate
  • Self-Motivated
  • Adaptable
  • Thrives under pressure

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