Global Complaints & Privacy (GC&P) – Complaint Handler

Global Servicing (GS) oversees consumer travel and concierge experiences, all card customer service functions for the company’s global consumer, banking, merchant, and commercial customers, as well as the key enablement functions that power our products and services. GS provides the world’s best customer experience every day by building on Amex’s 175-year legacy of service excellence, leveraging new technologies and capabilities to drive transformation, and bringing a human touch to each customer interaction.
Do you have a passion for solving problems and creating great outcomes for both customers and the business? Is the Customer First ethos and root cause analysis at the centre of everything you do? If you’re looking for a role that combines risk management, utilizing your network to create innovative solutions and strengthening customer relationships, Global Customer & Privacy could be the place for your next career move.
The UK Complaint Operations Team, based in Brighton, is responsible for handling complaints received from Customers and Merchants in a way that is fair, consistent and timely. Additionally, we manage in-depth regulatory claims and requests from customers in respect of Section 75 of the Consumer Credit Act, as well as liaising with the Financial Ombudsman to ensure full transparency and integrity.
We’re currently recruiting for a Complaints Handler to join our successful, dynamic department.
How will you make an impact in this role?
The role will be very varied, and the successful applicant will receive full training and support to ensure that they have the knowledge to cover complaints for all areas of the Blue Box – including Consumer, Commercial and Merchant. As such, an inquisitive mind and a self-starting attitude is a pre-requisite.
Go above and beyond at a company that sets the standard for customer-first service.
Experience in Written/Verbal communication.
Previous Complaint Handling experience preferred.
Experience in dealing with customers (card or merchant) previously is a must.
Resilience and a desire to thrive under pressure.
Strong ability to manage multiple workloads in a target driven environment.
High standard of written communication
Positive relationship management and interpersonal skills
Ability to adapt to a changing environment.
Demonstrated experience in handling challenging conversations.
Employment eligibility to work with American Express in the UK is required as the company will not pursue visa sponsorship for these positions.
Key Responsibilities include:
Delivering exceptional service through the handling and resolution of complaints, reaching a fair outcome for the complainant in line with FCA principles
Treating Customers Fairly (TCF) principles
Striving to embody a Customer First ethos in all interactions with Cardmembers and Merchants, via phone, email and letter in order to repair and strengthen the relationship
Impartially reviewing all relevant evidence in order to address all aspects of a complaint, and arriving at the fairest outcome
Understanding and accurately representing the root cause of complaints
Reviewing Terms and Conditions of our Cards, Merchants, Insurance products, marketing offers, promotions, and policies and procedures to determine whether a complaint should be upheld or rejected
Articulating the outcome of the investigation to the complainant in a way that is clear, fair and not misleading, both on the phone and in writing.
Providing detailed fact-based feedback to our Business partners following our documented feedback process to prevent future complaints
Keeping up to date with product, policy and procedural changes affecting your role and potential outcome of complaints
Identifying and following detailed processes for reporting potential systemic issues
Ensuring your workload is managed effectively, progressing cases simultaneously and reaching out to other departments, to obtain swift resolutions!
Responsible for allocations and inventory.

Work arrangement
Hybrid