Customer Complaints & Resolution Specialist (Hybrid)

Confidential; Greater London; Hybrid; GBP 25,000 - 31,000; Full time

Benefits offered by this job

Volunteering days off

Hybrid working options available

A fantastic pension

Life insurance

Award-winning flexible benefits平台

Shopping discounts

Job summary

Hyde is seeking a Complaints Administrator to join the London Bridge team. You will coordinate, monitor and manage complaints to ensure each case is handled efficiently, professionally and within required timescales.

You will support early resolution, manage a high-volume caseload and handle compensation payments in line with procedures. Hybrid working options and a competitive benefits package are available.

Qualifications

• Excellent communication both verbal and written.
• Effectively manage shared mailboxes, ensuring enquiries are responded to promptly and accurately.
• Maintain and manage stakeholder data, ensuring information is accurate and up to date.
• Confidently handle inbound and outbound calls, providing a professional and helpful service.
• Accurately process compensation payments in line with agreed procedures.

Responsibilities

• Support early resolution to prevent escalation.
• Receive, document, and respond to complaints according to regulatory requirements and policies.
• Manage and prioritise a busy caseload which includes a high volume of telephone contact, case management and demonstrating flexibility around priorities.
• Responsible for the management of compensation for Hyde s customers, monitor responses received from customers, accept compensation and process the payment via the Income team.
• Answer calls from those wishing to make a complaint and ensuring all customer contact is acknowledged and contacting the customer and assigning for investigation to a Complaints Officer or relevant service team.

Skills

Excellent communication

Mailbox management

Stakeholder data management

Phone handling

Compensation processing

Job description

Hyde is seeking a Complaints Administrator to join the London Bridge team. You will coordinate, monitor and manage complaints to ensure each case is handled efficiently, professionally and within required timescales.

You will support early resolution, manage a high-volume caseload and handle compensation payments in line with procedures. Hybrid working options and a competitive benefits package are available.