Complaints Handler in Solihull

Location: Solihull; a flexible hybrid working model which supports you as well as enabling you to work collaboratively with your colleagues.

Hours: Full time, Permanent.

A bit about us: At BNP Paribas Personal Finance, we are proud to be part of a global banking group. Our mission is simple: to provide straightforward consumer finance solutions that empower customers to make responsible financial decisions. We partner with some of the UK’s most well-known retailers and brands to help their customers finance purchases in a responsible way.

The Role: As a Customer Resolution Professional, you will provide personalised, top-quality support that fits each customer’s unique situation. You’ll stay aligned with key regulations like FCA, DISP, and Consumer Duty standards—always acting with care, professionalism, and attention to detail. It’s about doing right by the customer, following policy, and making every interaction count.

Key Responsibilities:

• Deliver fair, empathetic solutions and ensure timely resolution of customer issues, meeting all regulatory requirements and providing appropriate redress when needed.
• Achieve 'Competent' status through regular case reviews, knowledge assessments, and ongoing professional development as part of the Customer Resolution Training & Competence Scheme.
• Proactively identify and resolve customer issues, contributing to continuous improvement in customer journeys and complaint handling processes.
• Analyse case causes to identify common complaints, offering feedback for corrective action where feasible.
• Manage customer accounts accurately across digital platforms and resolve queries confidently with expert knowledge and excellent communication skills.
• Stay updated on industry developments, collaborate with colleagues, and ensure health and safety standards are met in the workplace.

Skills & Attributes:

• Experience of working in a customer service environment.
• Conduct Risk & Consumer Duty knowledge.
• Ability to manage difficult and complex customer conversations.
• Experience of Complaint Handling.
• Ability to collaborate with stakeholders & manage workload within a timely manner.

Could this be you? Making a positive impact is at the heart of everything we do – whether for our colleagues, customers, partners, or the community. We live by our values: We’re positive, we’re brave, and we own it. We believe a positive attitude and a passion for making things happen matter most. Don’t let confidence hold you back – there’s no such thing as a ‘perfect’ candidate. If you meet 75% of the requirements for this role, we want to hear from you! Whether you're considering a career change or exploring a sector jump, we welcome applicants with transferable skills.

Apply now to express your interest and discover how you can make a meaningful contribution to our dynamic team.

Your Application Journey:

Our hiring process typically includes the following steps:

• Initial screening with a member of our Talent Acquisition team.
• Competency-based interview (1 hour), F2F with the Hiring team.

We aim to complete the process within 3-4 weeks, though this can vary depending on your availability. If you’re not shortlisted, we’ll still keep you informed of the outcome.

Equal Opportunities Disclaimer: BNP Paribas Personal Finance promotes equality of opportunity and is committed to ensure that no individual is discriminated against on the grounds of age, disability, gender reassignment, marriage or civil partnership status, pregnancy and maternity, race, religion or belief, sex or sexual orientation.

Data Privacy Notice: The Curve Group is a Recruitment Services and Human Resources business with a mission to transform the working lives of the people and organisations we work with. We collect and process your personal data for the purpose of providing recruitment and related HR services, in line with our legitimate business interests and legal obligations. We will retain your data for two years from the last point of contact, after which it will be securely deleted unless you request otherwise. For more details about how we handle your personal data and your rights, please see our full Privacy Policy.