Case Handler

Job Ref: CH/FS/1086
Sector: Call Centre
Job Type: Permanent
Date Added: 04 May 2018
  • Glasgow, Glasgow City, Scotland, Scotland
  • £20,000 per Annum
  • Blue Arrow Glasgow Office
  • 0141 221 0007

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Blue Arrow Glasgow are recruiting for a number of Case Handler's for our client based in Glasgow.

This role would suit someone with excellent customer service and administration experience within a complaints or Banking/FS background.

Job role:

Investigate and assess customer claims and complaints. To consistently provide fair outcomes for customer, including, if appropriate accurate calculation of any compensation due.


Case Management:


 You will be responsible for carrying out the following for all cases assigned to your workload.

Case Preparation:


  • Ensure all relevant information to assess and complete the claim is present and recorded accurately


  • Liaise with customers and third parties to ensure full understanding of case details

Case Investigation:

  • Review and evaluate all data associated with the case


  • Consider findings against policies, procedures and regulations of the client and the business


  • Create a full time line of events covering all aspects of the customer's claim


  • Review and ensure all aspects of the customer claim have been considered in arriving at point of decision making

  • Reach a decision on each element of the case as well as an overall conclusion based on policy, procedures, regulation and the case handler's expert judgement

Case Outcome & Completion:

  • Compose a full customer response covering all aspects of the claim and providing a rationale for the outcome

  • If required, perform redress calculation using relevant support tools and in line with client and regulatory guidelines.



Essential person criteria:


  • Previous experience of working in a financial services environment
  • Understanding of FS products including Investments, Pensions, Insurance
  • Previous experience of working in a customer facing environment
  • Strong communication skills
  • Technical knowledge and continuing professional development relating to the products, processes and regulation in the area of work under supervision
  • Numeracy and computer literacy (e.g. Microsoft Word, Excel and Outlook)
  • Attention to detail

In return you will be offered a competitive salary, excellent working hours (M-F) and company benefits.

Successful candidates will need to be available to attend an assessment centre in Glasgow on Wednesday 9th May.
Blue Arrow
01/06/2018 09:00:00
GBP 20000 20000.