General Information
Ref #
111114839114028
Country
United Kingdom of Great Britain and Northern Ireland
City
Solihull
Contract type
Permanent
Description
Job Title: Complaint Handler
Location: Solihull; a flexible hybrid working model which supports you as well as enabling you to work collaboratively with your colleagues
Hours: Full time, Permanent
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A bit about us:
At BNP Paribas Personal Finance, we are proud to be part of a global banking group. Our mission is simple: to provide straightforward consumer finance solutions that empower customers to make responsible financial decisions. We partner with some of the UK’s most well-known retailers and brands to help their customers finance purchases in a responsible way.
The Role:
As a Customer Resolution Professional, you will provide personalised, top-quality support that fits each customer’s unique situation. You’ll stay aligned with key regulations like FCA, DISP, and Consumer Duty standards—always acting with care, professionalism, and attention to detail. It’s about doing right by the customer, following policy, and making every interaction count.
Key Responsibilities:
- Deliver fair, empathetic solutions and ensure timely resolution of customer issues, meeting all regulatory requirements and providing appropriate redress when needed.
- Achieve "Competent" status through regular case reviews, knowledge assessments, and ongoing professional development as part of the Customer Resolution Training & Competence Scheme.
- Proactively identify and resolve customer issues, contributing to continuous improvement in customer journeys and complaint handling processes.
- Analyse case causes to identify common complaints, offering feedback for corrective action where feasible.
- Manage customer accounts accurately across digital platforms and resolve queries confidently with expert knowledge and excellent communication skills.
- Stay updated on industry developments, collaborate with colleagues, and ensure health and safety standards are met in the workplace.
Skills & Attributes:
- Experience of working in a Complaint handling position.
- Conduct Risk & Consumer Duty knowledge.
- Ability to manage difficult and complex customer conversations.
- Ability to collaborate with stakeholders & manage workload within a timely manner.
What’s in it for you
As a Top Employer UK, we offer a supportive, inclusive environment and a flexible benefits package that you can tailor to your lifestyle. Highlights include:
• Competitive salary and comprehensive benefits package, contributory pension, and health cash plan
• Opportunity to buy/sell holiday, giving you more control over your work-life balance
• Flexible benefits including private medical insurance and lifestyle discounts
• A culture that values collaboration, development, and wellbeing
Could this be you?
Making a positive impact is at the heart of everything we do. We’re looking for people who live by our values—people who are positive, brave, and own it. Don’t let confidence hold you back. You don’t need to meet every requirement; if you have around 75% of the skills and the right attitude, we’d love to hear from you.
Apply now to join a team that makes a real impact.
Learn more about careers with us: https://www.bnpparibas-pf.co.uk/careers
Your Application Journey
• Call with our Talent Acquisition team
• Formal F2F interview with the Hiring Manager
We aim to complete the process within 3–4 weeks, depending on availability. If you’re not shortlisted, we’ll still let you know the outcome. Please note that this role may close early once we have enough suitable applicants, so apply soon.
Equal Opportunities
We’re committed to creating an inclusive workplace and ensuring equal opportunities for all, regardless of age, disability, gender, identity, race, religion, sexual orientation, or background.