Summary

This is a six-month secondment or fixed-term contract handling high-volume legacy review enquiries linked to complaints from third-party firms. The role is based in Cardiff and focuses on accurate casework, customer service, quality standards and operational controls.

Responsibilities

• Handle high-volume enquiries from third-party firms
• Resolve complex customer requests across chat, email and phone
• Review account balance, transaction and payment issues
• Follow detailed procedures and meet quality targets
• Analyse customer-care data using microsoft excel
• Identify process risks and recommend improvements
• Prepare performance reports for senior stakeholders