Global Complaints Specialist - Chase UK
On-site · Edinburgh, Scotland, United Kingdom
Job Summary
Global Complaints Specialist in Chase UK’s Global Complaints team owning end-to-end complaint cases and delivering fair, clear and timely outcomes. Partner across the business to gather facts, understand root causes and resolve issues, often within three working days. Recognise and support vulnerable customers, communicate decisions confidently and compassionately, and spot trends that drive continuous improvement. Responsibilities include prioritising workload for longest-running/highest-risk cases, managing cases across phone/chat/email, meeting three-day resolution targets, escalating executive complaints, contacting customers, writing clear formal communications, investigating root causes, collaborating with internal teams, tracking KPIs, and reporting complaint drivers to prevent recurrence. Preferred qualifications include AI-assisted drafting, digital-bank/fintech experience, escalation familiarity, KPI-driven work, and conflict-management training.
Required Qualifications
- Experience handling customer complaints in banking or financial services
- Experience managing end-to-end cases across phone, chat and email
- Experience applying regulatory complaint service level agreements (SLAs), including DISP PSD and non-PSD timelines
- Experience supporting vulnerable customers with tailored approaches
- Experience conducting root cause analysis and communicating impacts to customers
- Proficiency with digital tools and case management systems
- Strong verbal communication and conflict de-escalation skills
- Strong formal writing skills for letters and customer emails
- Excellent time management with the ability to prioritise high-risk, longest-running cases
- Experience collaborating with cross-functional teams to resolve issues quickly
- Experience using AI tools such as LLM Suite to draft letters and streamline workflows
- Experience in a digital bank or fintech environment
- Familiarity with executive complaints handling and escalation criteria
- Experience analysing complaint drivers and trends to recommend process improvements
- Training or accreditation in conflict management or customer vulnerability
- Experience operating in KPI-driven environments with quality audits
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