Complaints Case Handler

Date: 11-Jan-2019

Location: Glasgow, GLG, GB, G2 1EG

Year: 2019

Company: Arvato Financial Solutions Limited 

Requisition ID: 29337

Job Title: Complaints Case Handler

Business Unit & Location: Customer Services - Glasgow


Reports to: Customer Services Manager



  • Process Complaints received across various sites within the UK and Ireland in accordance with the business’s key complaint management deliverables (Regulator defined and applicable Client KPI’s).


Role Definitions 

Primary Accountabilities and Deliverables:

  • Working 37.5 hours per week between the hours of 8am – 9pm Monday to Saturday, typical working hours are; 8.30am–5:30pm Monday- Thursday & 8am-5pm Friday, however flexibility is required.
  • Logging and categorising complaints
  • Complaint investigation in line with regulatory requirements
  • Responding to Complaints via letter/email/telephone
  • Collating, converting, scanning and uploading files to account management system
  • Checking documents for sensitive data
  • Liaising with Clients/Lenders/Regulators
  • Ensuring accounts are up to date in line with Data Protection Regulation
  • Putting the Customer at the forefront of all actions undertaken
  • Problem solving and analysis
  • Considering



Skills, knowledge & Expertise:

  • Excellent organisation skills
  • Strong working knowledge of Microsoft Office (Outlook, Word, PowerPoint & Excel).
  • Exceptional attention to detail
  • Good literacy and Mathematics (GCSE C and above)
  • Excellent communication skills, both written and verbal
  • Experience of dealing with regulated complaints within a financial services environment
  • A track record of proven excellent customer service skills
  • Ability to provide written communications to customers adapting styles dependant on executive style
  • Strong problem solving and analytical skills
  • An ability to self-manage motivate and work on your own initiative
  • A good understanding of all regulatory requirements relating to complaint handling
  • Confident when dealing direct with customers
  • Ability to deal with tight deadlines and manage workload efficiently


It would be desirable for you to also have the following:

  • Have a knowledge or experience of Lean Six Sigma
  • Have a complaint handling qualification


Key Measures:

  • Daily checks to ensure high level tasks are completed on each case
  • Monthly MI to ensure regulator defined deliverables and applicable Client KPI’s are met
  • Buddy checks conducted by colleagues
  • Internal audits
  • Quality Assurance checks




Entry Criteria/Personal Attributes

  • Highly motivated and driven individual
  • Exceptional attention to detail
  • Approachable, adaptable and self-motivated
  • Ability to work within a structured environment managing tasks efficiently and effectively
  • Experience with high volume workloads
  • Ability to work individually and as part of a team

Working Relationships & Interfaces:

  • Customer facing
  • Reporting to Complaints officer and Complaints Supervisor
  • Directors



Leadership Behaviours/arvato Competences

  • N/A


arvato is an equal opportunities employer embracing diversity in the workplace

It is the Company’s intention that this job description is seen as a guide to the main areas and duties for which the job holder is accountable. However, the business will change and the job holder’s obligations are bound to vary and develop, so the job description should be seen as a guide and not as a permanent, definitive and exhaustive statement.  This job description is non-contractual.


Arvato is a trusted business outsourcing partner to the private and public sectors.

We have long-term partnerships with some of the most respected companies in the UK and globally, as well as innovative public sector clients.

We combine our expertise in business process outsourcing (BPO), financial solutions, customer relationship management, supply chain management, and public sector and citizen services to deliver innovative, individual solutions that help our clients to achieve their objectives. In the UK and Ireland, we employ over 4,000 people across more than ten locations. Internationally, arvato employs more than 66,400 people in over 270 subsidiaries across almost 40 countries worldwide. Our parent group Bertelsmann is the world’s most international media company with revenues of €16.4bn.

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