Case Handler - Cardiff

Job Description

Case HandlerLocationCardiff, South WalesPay Rate - £14.00 per hourHoursMonday to Friday between 8am and 6pmIn Customer Services we strive to put our customers at the heart of everything we do. Our purpose is to provide an exceptional service to our customers. We listen, understand, and take ownership, putting things right when they go wrong and stopping them fromhappening again. Our colleagues, based right across the UK and in 4 offshore locations, are on hand to help our customers at a time, place and way that suits them 24/7.In Customer Services, were made of four key areas across:

• Customer Contact are the first port of call for the Groups Retail telephony and messaging customers, across Banking, Fraud & Disputes and Complaints
• Customer Service Operations support customers by ensuring the processing and administration of new mortgage and banking applications runs efficiently
• Customer Resolutions ensure we achieve the right outcomes for our customers through rectifications and external engagement
• Our Centres of Excellence are non-customer facing teams who support our customer facing areas, focusing on our strategic direction, risk & control and planning

With 11k colleagues across 4 key customer facing teams and supporting centres of excellence, were on a journey in Customer Services to build a diverse, highly skilled workforce thats agile in its ways of working. Using smart insight-driven technology to understandand take ownership for our customers, whenever and however they need us.PPI is part of Customer Resolutions which brings together two businesses (Rectifications and PPI) who collectively focus on delivering fair customer outcomes, with our great people at the heart of that.Handling Data Requests from Claims Management Companies and preparing customer complaints for litigation are some of the key work areas you could be involved in.There will be a lot of collaborating with other areas to get the job done in the best way possible. Youll regularly demonstrate your strengths in both written and verbal communication and youll have a passion for doing the right thing for the customer.What are the activities youll be involved in

• collating and selecting appropriate information and data required to be able to carry out your role
• communicating easily with all stakeholders that you need to help you to meet your objectives
• contacting sources to convey requests, provide instructions or obtain information
• carrying out a range of prescribed customer service activities and handle non-standard or more complex cases and enquiries using existing procedures, referring to your Line Manager when support is needed
• working within current standard compliance processes, systems and procedures, and reporting simple non-compliance issues
• using the full functionality of our systems and standard office software as required to prepare relevant outputs
• supporting the development of your personal capabilities by pursuing existing formal and informal training opportunities
• ability to multi-skill across a variety of tasks in order to meet customer demand

Our ideal PPI colleague will be able to demonstrate the following skills and experience:

• PPI Knowledgehaving a background in PPI or Data Subject Requests would be helpful so that you know how to best help our customers and colleagues
• Computer Savvy the ability and skill to understand and effectively use standard office equipment and standard software packages to support business processes. For example; you are proficient with the use of Microsoft Excel, Powerpointetc., and can design spreadsheets that streamline the collection of information
• Data Collection and Analysis- The ability and skills to determine and analyse trends from data that is collected to assist in compiling reports that will help in decision making, for example; be able to look at reports and understand whatits telling you so that you can make recommendations to the senior team about improvements that could be made.
• Communicates Effectively -Develop and deliver multi-mode communications that convey a clear understanding of the unique needs of different audiences, for example; take ownership and be passionate about working with others to develop aclear message that multiple colleagues understand and act on. Understand and appreciate that the way in which your message is received is paramount
• Action Oriented- Take on new opportunities and tough challenges with a sense of urgency, high energy, and enthusiasm, for example; be passionate about delivering a high profile, urgent piece of work in a really short timescale. Anotherexample is by dealing with something that happens unexpectedly that needs doing immediately while motivating those around you
• Collaborates- Build partnerships and work collaboratively with others to meet shared objectives, for example; take the initiative to build and promote openness and honesty with your key partners so that the relationships are mutually beneficial

If youre interested in finding out more about this position, please apply and we will be in touch.You will be required to successfully pass a Credit Check and DBS Check for this position.