Complaints Specialist, YouLend

• You will be solution oriented and able to perform detailed root causes analyses of the complaints
• You will need to have a common-sense approach to tackling complaint replies and resolution, with the ability to correctly triage and prioritise high urgency cases from lower urgency cases
• You will be confident taking ownership but also conscious of when to escalate and flag complaints that are especially sensitive
• Of course, you will need to be resilient when dealing with unhappy customers, and will need to be prepared to answer difficult and challenging cases with positivity and professionalism
• You will need excellent organisational skills and the ability to manage a variety of tasks and responsibilities as you will be dealing with multiple cases at the same time
• Strong eye for accuracy and attention to detail
• 2+ years' experience in customer service/complaints
• Strong communication skills, both written and verbal
• Common-sense approach to spotting and flagging errors
• Ability to meet deadlines and handle workload priorities effectively
• Problem-solver with a proactive mindset – eager to take on challenges, find innovative solutions and see them through to implementation
• Confidence in working independently and making decisions to appropriately escalate issues to management or other departments
• Flexible mindset with the ability to take on ad-hoc tasks as needed
• The ability to multitask, as you'll be navigating different systems and processing information when liaising with our customers

Desirable

• As a Complaints Specialist you will be required to investigate, resolve and respond to all complaints and expressions of dissatisfaction within a timely manner, adhering to both internal service level agreements and regulatory timescales
• The role will also involve reviewing and responding to negative reviews left online, and as well handling DSAR and data deletion requests
• The investigation of complaints will include liaising with internal stakeholders from all areas of the business
• A key part of your role will also be the ability to flag problems in processes that have led to complaints and the ability to suggest and coordinate the implementation of changes to process where required across all departments
• Should complaints volumes be low, you will be expected to assist customer support with inbound calls and emails where required on an ad-hoc basis, or work on projects that improve our processes to improve merchant experience
• This role is 5 days per week in our Holborn office. Shifts are 09:00 - 18:00 Monday – Friday, with occasional Saturday (paid overtime) required (1 Saturday in 7)