UK Complaint Resolution Specialist - Customer-First

American Express; Brighton; On-site; GBP 26,000 - 38,000; Full time

Benefits offered by this job

Competitive salary

Bonus incentives

Well-being benefits

Flexible working

Parental leave

Career development

Job summary

American Express in the United Kingdom is recruiting a Complaints Handler to join our UK Complaints Operations team. The role focuses on delivering fair outcomes for customers and merchants, handling complaints across card, consumer, and merchant interactions, and ensuring adherence to FCA principles.

Training will be provided to cover all areas of our Blue Box operations. You will work in a dynamic environment, balancing workload across cases, while maintaining high standards of written and

Qualifications

• Experience in written and verbal communication.
• Experience in complaint handling preferred.
• Experience dealing with customers (card or merchant) is essential.
• Resilience and ability to thrive under pressure.
• Strong multitasking in a target-driven environment.
• High standard of written communication and interpersonal skills.
• Ability to adapt to changing environments.
• Experience handling challenging conversations.

Responsibilities

• Delivering exceptional service through handling and resolving complaints to a fair outcome in line with FCA principles.
• Apply Treating Customers Fairly (TCF) principles in all interactions.
• Repair and strengthen relationships with Cardmembers and Merchants via phone, email and letter.
• Impartially reviewing evidence to address all aspects of a complaint and determine fairness.
• Understand and present root cause of complaints accurately.
• Review Terms and Conditions to determine uphold/reject the complaint.
• Explain outcomes clearly in written and verbal communications.
• Provide feedback to Business partners to prevent future complaints.
• Keep up to date with policy changes affecting the role and potential outcomes.
• Identify and follow processes for reporting systemic issues.

Skills

Written communication

Verbal communication

Complaint handling

Customer service

Resilience

Multitasking

Interpersonal skills

Adaptability

Challenging conversations

Job description

American Express in the United Kingdom is recruiting a Complaints Handler to join our UK Complaints Operations team. The role focuses on delivering fair outcomes for customers and merchants, handling complaints across card, consumer, and merchant interactions, and ensuring adherence to FCA principles.

Training will be provided to cover all areas of our Blue Box operations. You will work in a dynamic environment, balancing workload across cases, while maintaining high standards of written and