Complaints Handler

BNP Paribas Personal Finance Group; Metropolitan Borough of Solihull; Hybrid; GBP 25,000 - 34,000; Full time

Job summary

BNP Paribas Personal Finance Group in Solihull is seeking a Customer Resolution Professional to provide personalised, customer-centric support while complying with FCA, DISP and Consumer Duty standards. You will resolve complex issues, maintain accurate records across digital channels, and participate in training to achieve Competent status within our training and competence scheme.

The hybrid working model supports collaboration with colleagues and prioritises care, professionalism, and

Qualifications

• Experience of working in a Complaints environment.
• Conduct Risk & Consumer Duty knowledge.
• Ability to manage difficult and complex customer conversations.
• Experience of Complaint Handling.

Responsibilities

• Deliver fair, empathetic solutions and ensure timely resolution of customer issues, meeting all regulatory requirements and providing appropriate redress when needed.
• Achieve Competent status through regular case reviews, knowledge assessments, and ongoing professional development as part of the Customer Resolution Training & Competence Scheme.
• Proactively identify and resolve customer issues, contributing to continuous improvement in customer journeys and complaint handling processes.
• Analyse case causes to identify common complaints, offering feedback for corrective action where feasible.
• Manage customer accounts accurately across digital platforms and resolve queries confidently with expert knowledge and excellent communication skills.
• Stay updated on industry developments, collaborate with colleagues, and ensure health and safety standards are met in the workplace.

Skills

Complaints handling

Conduct Risk & Consumer Duty

Difficult customer conversations

Complaint Handling (Desirable)

Job description

Location: Solihull; a flexible hybrid working model which supports you as well as enabling you to work collaboratively with your colleagues

Hours: Full time, Permanent

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The Role:

As a Customer Resolution Professional, you will provide personalised, top-quality support that fits each customer’s unique situation. You’ll stay aligned with key regulations like FCA, DISP, and Consumer Duty standards-always acting with care, professionalism, and attention to detail. It’s about doing right by the customer, following policy, and making every interaction count.

Key Responsibilities:

• Deliver fair, empathetic solutions and ensure timely resolution of customer issues, meeting all regulatory requirements and providing appropriate redress when needed.
• Achieve "Competent" status through regular case reviews, knowledge assessments, and ongoing professional development as part of the Customer Resolution Training & Competence Scheme.
• Proactively identify and resolve customer issues, contributing to continuous improvement in customer journeys and complaint handling processes.
• Analyse case causes to identify common complaints, offering feedback for corrective action where feasible.
• Manage customer accounts accurately across digital platforms and resolve queries confidently with expert knowledge and excellent communication skills.
• Stay updated on industry developments, collaborate with colleagues, and ensure health and safety standards are met in the workplace.

Skills & Attributes:

• Experience of working in a Complaints environment.
• Conduct Risk & Consumer Duty knowledge.
• Ability to manage difficult and complex customer conversations.
• Experience of Complaint Handling. (Desirable)
• Ability to collaborate with stakeholders & manage workload within a timely manner.

Could this be you?

Making a positive impact is at the heart of everything we do - whether for our colleagues, customers, partners, or the community. We live by our values: We’re positive, we’re brave, and we own it. We believe a positive attitude and a passion for making things happen matter most. Don’t let confidence hold you back - there's no such thing as a 'perfect' candidate. If you meet 75% of the requirements for this role, we want to hear from you! Whether you're considering a career change or exploring a sector jump, we welcome applicants with transferable skills.

Your Application Journey

Our hiring process typically includes the following steps:

• Initial screening with a member of our Talent Acquisition team
• Interview preparation call with the Talent Acquisition team via Teams.
• Competency-based interview (1 hour), F2F with the Hiring team.

We aim to complete the process within 3-4 weeks, though this can vary depending on your availability. If you're not shortlisted, we'll still keep you informed of the outcome.

BNP Paribas Personal Finance promotes equality of opportunity and is committed to ensure that no individual is discriminated against on the grounds of age, disability, gender reassignment, marriage or civil partnership status, pregnancy and maternity, race, religion or belief, sex or sexual orientation.

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