Global Complaints & Privacy (GC&P) – Complaint Handler - December 26/ January 27 Start Dates

• Experience in Written/Verbal communication.
• Previous Complaint Handling experience preferred.
• Experience in dealing with customers (card or merchant) previously is a must.
• Resilience and a desire to thrive under pressure.
• Strong ability to manage multiple workloads in a target driven environment.
• High standard of written communication
• Positive relationship management and interpersonal skills
• Ability to adapt to a changing environment.

• Demonstrated experience in handling challenging conversations.

  Employment eligibility to work with American Express in the UK is required as the company will not pursue visa sponsorship for these positions. 
   

Key Responsibilities include

• Delivering exceptional service through the handling and resolution of complaints, reaching a fair outcome for the complainant in line with FCA principles
• Treating Customers Fairly (TCF) principles
• Striving to embody a Customer First ethos in all interactions with Cardmembers and Merchants, via phone, email and letter in order to repair and strengthen the relationship
• Impartially reviewing all relevant evidence in order to address all aspects of a complaint, and arriving at the fairest outcome
• Understanding and accurately representing the root cause of complaints
• Reviewing Terms and Conditions of our Cards, Merchants, Insurance products, marketing offers, promotions, and policies and procedures to determine whether a complaint should be upheld or rejected
• Articulating the outcome of the investigation to the complainant in a way that is clear, fair and not misleading, both on the phone and in writing.
• Providing detailed fact-based feedback to our Business partners following our documented feedback process to prevent future complaints
• Keeping up to date with product, policy and procedural changes affecting your role and potential outcome of complaints
• Identifying and following detailed processes for reporting potential systemic issues
• Ensuring your workload is managed effectively, progressing cases simultaneously and reaching out to other departments, to obtain swift resolutions!
• Responsible for allocations and inventory.

• Experience in Written/Verbal communication.
• Previous Complaint Handling experience preferred.
• Experience in dealing with customers (card or merchant) previously is a must.
• Resilience and a desire to thrive under pressure.
• Strong ability to manage multiple workloads in a target driven environment.
• High standard of written communication
• Positive relationship management and interpersonal skills
• Ability to adapt to a changing environment.

• Demonstrated experience in handling challenging conversations.

  Employment eligibility to work with American Express in the UK is required as the company will not pursue visa sponsorship for these positions.