Job Description

JOIN A TRUSTED OUTSOURCER TEAM WITH THE INSIGHT, EXPERTISE AND PACE TO CREATE BETTER OUTCOMES FOR OUR CLIENTS, THEIR CUSTOMERS AND THE COMMUNITIES THEY SERVE.

Huntswood's people are its most valued asset, and we take their career development very seriously. We are a Business Process Outsourcer otherwise known as a BPO in the industry.

Working with Huntswood means that over your career with us you'll experience a greater variety and flexibility compared to working with a single company.

Whether you are joining us in a contract position or as a permanent employee, Huntswood commits the same energy and effort into developing your career and skillset!

BANKING COMPLAINTS HANDLER

We are seeking a dedicated and empathetic

Complaints Handler

to join our team and manage customer complaints effectively and efficiently. You'll be responsible for investigating complaints related to

Customer Chargebacks

-- formal disputes filed by cardholders to reverse payments due to issues such as:

Non-delivery of goods or services Faulty items Incorrect charges Unauthorised transactions Subscription disputes
Chargebacks help protect consumers from unfair charges and poor purchase experiences. Your role will be key in ensuring fair outcomes for both customers and the business.

Start Date:

Monday 20th October 2025

Starting Salary from 26,325 per annum

Hourly Rate:

13.50

Loyalty Bonus:

Earn up to 1,400 annually for consistent attendance

Working hours:

37.5 hours per week, 5 days per week.

Monday to Friday between 8am and 6pm.

Where:

Office based in Glasgow City Centre

Hybrid options working will be available upon appropriate sign off following route to competency/glide path 3 days on site, 2 days remote

Attendance:

No holiday will be permitted during the training period

Key Responsibilities

Investigate, identify, and resolve customer queries Act as a customer advocate and take ownership of issues Deliver fair and balanced resolutions Maintain clear communication with customers and stakeholders Collaborate with internal teams to ensure a seamless experience Log and update complaints accurately in the management system Understand and respond to customer objections Build strong relationships across the bank Identify opportunities for process, policy, and service improvements

Role Requirements

Outstanding customer service in a challenging environment Proven experience dealing with complaints Ability to deliver fair outcomes in difficult situations Empathy and patience Strong communication and interpersonal skills Good problem-solving and decision-making skills Excellent attention to detail Ability to manage workload and prioritise Positive attitude

Benefits

Comprehensive training with experienced trainers Life assurance - 1x basic salary coverage Health Cash Plan - claim back everyday healthcare costs 'Perks at Work' - discounts from Apple, M&S, Expedia, and more Loyalty Bonus - earn up to 1,400/year Colleague Recognition Scheme - become a Huntswood Hero! Regular engagement activities with additional incentives Access to an online Well-being Centre Free fruit, tea, coffee & hot chocolate on site Discounted premium city centre parking Refer a Friend Scheme - earn 1,000 per referral Mentorship program to support career growth

Ready to make a difference?

Apply now and join a team that values fairness, empathy, and excellence in customer service.

In February 2024, Huntswood become part of the ResultsCX organisation. ResultsCX is aleading provider of transformational CXM (Customer Experience Management) services to global brands, including Fortune 100 and 500 firms. By partnering with Huntswood, ResultsCX expands its service capabilities in the BFSI (Banking, Financial Services, and Insurance) sector, and strengthens connections with leading energy and water companies in Utilities.

To help you stay safe in your job search Huntswood will

only ask for contact details via email when first contacting you and

not any other personal details.

Equal Opportunities Statement

Huntswood, A Results-CX company, is an equal opportunity and affirmative action employer and will consider all qualified applicants without regard to race, colour, religion, national origin, sex, sexual orientation, gender identity, age, disability, veteran status, or any other protected factors under federal, state, or local law.

Disability Confident Commitment

As users of the Disability Confident scheme, we guarantee to interview all disabled applicants who meet the minimum criteria for the vacancy/ies.

Job Types: Full-time, Permanent

Pay: 13.50 per hour

Benefits:

Company pension Employee discount Health & wellbeing programme Referral programme Store discount
Ability to commute/relocate:

Glasgow G1 2RX: reliably commute or plan to relocate before starting work (required)
Application question(s):

Do you have any leave booked within the first 6 weeks of the start date? Are you able to work from our Glasgow City Centre Office?
Experience:

Complaint handling: 2 years (required) Financial services: 1 year (preferred)
Work authorisation:

United Kingdom (required)
Work Location: In person