Global Complaints & Resolution Specialist

Testing Site - JPMC; Easter Howgate; On-site; GBP 32,000 - 52,000; Full time

Job summary

Chase UK is seeking a Global Complaints Specialist to own cases end to end, delivering fair, clear and timely outcomes while partnering across the business to gather facts, identify root causes and resolve issues. You will support vulnerable customers with compassionate communication and ensure escalation when needed.

In this role you will manage multi-channel workflows (phone, chat, email), meet three-working-day targets, write clear letters, and track KPIs to drive continuous improvement and

Qualifications

• Experience handling customer complaints in banking or financial services.
• Experience managing end-to-end cases across phone, chat and email.
• Experience applying regulatory SLAs (DISP PSD).
• Ability to support vulnerable customers.
• Experience conducting root cause analysis and communicating impacts.
• Proven track record of meeting KPIs.

Responsibilities

• Manage end-to-end complaint cases from receipt to final response across phone, chat and email.
• Prioritise daily workload to address longest-running and highest-risk cases.
• Meet three working day resolution targets while maintaining quality and fairness.
• Escalate executive-level complaints per criteria to the Executive Complaints team.
• Contact customers to resolve complex issues, tailoring communication to needs.
• Recognise and support vulnerable customers with priority assistance.
• Write clear, formal letters and emails explaining findings and next steps.
• Investigate root causes and explain impact to customers.
• Collaborate with internal teams and hold stakeholders accountable for rapid resolution.
• Track throughput, quality and customer outcome KPIs.
• Identify and report complaint drivers and trends; feed back improvements.

Skills

Complaint handling

End-to-end case management

Regulatory SLAs

Vulnerability support

Root cause analysis

KPIs tracking

Verbal communication

Formal writing

Time management

Cross-functional collaboration

Digital tools proficiency

Tools

Case management software

Job description

Chase UK is seeking a Global Complaints Specialist to own cases end to end, delivering fair, clear and timely outcomes while partnering across the business to gather facts, identify root causes and resolve issues. You will support vulnerable customers with compassionate communication and ensure escalation when needed.

In this role you will manage multi-channel workflows (phone, chat, email), meet three-working-day targets, write clear letters, and track KPIs to drive continuous improvement and