Customer Resolutions Administrator

Honeycomb is proud to be working alongside a leading bank to recruit for a Customer Resolutions Administrator on a temporary basis. This is a key role, supporting the Customer Resolutions team to ensure customer complaints are accurately triaged, investigated and resolved.

The Role
As a Customer Resolutions Administrator, you will manage a queue of customer complaints, ensuring each case is correctly categorised and progressed through investigation to resolution. This role is ideal for someone with strong banking knowledge who can hit the ground running using bank systems and processes.

Your responsibilities will include:

• Triaging complaints, ensuring the customer's concerns are fully understood and recorded.
• Correctly categorising complaints on the complaint's portal.
• Investigating complaints by reviewing case notes, file documentation and transactional history.
• Completing end-to-end resolution, including drafting clear resolution letters and issuing outcomes to customers.
• Managing an allocated queue of cases and delivering an agreed volume of resolutions per week.
• Escalating complex matters where appropriate.

The Person
You will bring strong banking experience and a customer-focused mindset, with the ability to follow processes and communicate outcomes clearly.

Essential:

• Previous banking experience with a solid understanding of products, services and customer journeys.
• Strong attention to detail, with the ability to correctly categorise cases and maintain accurate records for reporting.
• Excellent written communication skills, including drafting clear, customer-friendly resolution correspondence.
• Strong investigative skills and confidence reviewing case notes, documentation and transactional history.

Desirable:

• Previous experience and familiarity with internal banking systems and complaints processes.
• Prior complaints handling/customer resolutions experience (banking preferred).
• Exposure to regulated complaint handling standards is beneficial.

Working Hours & Contract

• Hours of Work: Monday to Friday, 9 am to 5 pm
• Contract: Temporary (3 months initially with a review for extension)

How to Apply

To speak in absolute confidence about this opportunity, please send an up-to-date CV via the link provided or contact Cora Montgomery at the details provided.

If you have a disability, which means you require assistance at any stage of the recruitment process, please contact us directly to discuss. Honeycomb is committed to providing equality of opportunity to all.

Please note that due to the current climate, we can't contact candidates who are not meeting the specific requirements for this role. We are receiving an exceptionally high number of applications at present, which is not allowing us to call everyone individually. We thank you in advance for your understanding.