Complaints and Customer Service Representative

Equifax is where you can power your possible. If you want to achieve your true potential, chart new paths, develop new skills, collaborate with bright minds, and make a meaningful impact, we want to hear from you.

As our new Complaint Handler you will be responsible for ensuring that our customers are at the heart of everything we do. You will handle a range of complex complaints, whilst effectively addressing issues to develop a successful and fair outcome for our customers. You will ensure that the customer is fully informed and appropriately advised on steps towards resolution and associated timeframes.

You will use information and resources available to investigate and resolve customer complaints. In doing so you will show flexibility with internal parties to action an effective resolution for the consumer, in line with regulatory procedures and processes.

What you’ll do

• Handling complex inbound/outbound telephone calls and other communication channels
• You will accurately capture/document all complaints according to internal policies and procedures
• Fully investigate and analyse all customer complaints
• You will direct to the appropriate resolver group with a concise but comprehensive description of the significant information
• Helping to improve customer communication with clear, concise and informative responses
• You will work effectively as part of a team and also to a high standard of performance (customer service quality, punctuality, attendance and flexibility etc).
• Ability to reassure customers that the company is committed to resolving problems and improving relationships

What experience you need

• Experience within customer service via phone and written communication
• Prior experience with customer complaints is highly desirable
• You will have a basic knowledge of GDPR.
• Working knowledge of the 11 principles for businesses which underpin FCA rules and guidelines.
• Working knowledge of the 6 TCF outcomes and what constitutes a fair consumer outcome
• A Levels or college equivalent or Leaving Certificate

What could set you apart

• Knowledge of the role of credit reference agencies in the consumer lending sectors and the key risks to consumers inherent in their activities preferred

The Perks of being a Equifax Employee?

We offer a wide range of company supported benefits including contributory pension, life cover, income protection, healthcare, enhanced maternity and sick pay, 26 days holiday and a day off for your birthday, with the ability to buy and sell and free credit checks. We also offer flexible benefits ranging from cycle to work, discounted travel options, gym membership, dining and leisure discounts, financial & savings plans, mobile discounts plus much more!

We also support personal development and have a range of learning options including our global online learning platform and allow you to bring your whole self to work supported by our Inclusion and Diversity, Wellbeing and Employee Engagement forums.

Are you ready to power your possible? Apply today, and get started on a path toward an exciting new career at Equifax, where you can make a difference!

Who is Equifax? 

At Equifax, we believe knowledge drives progress. As a global data, analytics and technology company, we play an essential role in the global economy by helping employers, employees, financial institutions and government agencies make critical decisions with greater confidence. ​​​​​​​

We work to help create seamless and positive experiences during life’s pivotal moments: applying for jobs or a mortgage, financing an education or buying a car. Our impact is real and to accomplish our goals we focus on nurturing our people for career advancement and their learning and development, supporting our next generation of leaders, maintaining an inclusive and diverse work environment, and regularly engaging and recognizing our employees. Regardless of location or role, the individual and collective work of our employees makes a difference and we are looking for talented team players to join us as we help people live their financial best.

Equifax is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.