Complaints Specialist (Financial Services)

24000.00 - 30000.00 GBP Annual + Excellent Benefits Package
11 Jun 2021
12 Jun 2021
Contract Type
Full Time

Our Finance Sector Client is a leader within the field of investments & life assurance. As they continue an ambitious transformation programme, they require an experienced Complaints Specialist to join an established team.

The Complaints Specialist will support the transformation and future growth of the business within the Customer Services function, so it can stand out for the experience and service they deliver by building on service reputation, and delivering market-leading service excellence for customers and advisers.

Role Profile

Placing the customer at the heart of everything the company does, in line with Company values by:

* Investigating and resolving complaints thoroughly, accurately and without bias

* Ensuring that the customer is always placed back in the position they would have been in had an error not occurred and offering appropriate redress, taking customer vulnerability and personal circumstances into account

* Complete investigations and issue responses within stated service and regulatory timescales

* Communicate clearly and effectively with policyholders, internal departments, the Regulator and other external organisations

* Learn from complaints by investigating root cause and ensuring preventative actions are identified, logged and implemented

* Deliver complaint training and coaching to team members across Customer Services

* Produce reports and MI where required

* Ensure all communications are handled accurately and to adopt the most appropriate method of communication in line with the divisional, regulatory and complaint procedures

* Be prepared to liaise with colleagues across Customer Services to resolve the complaint, corresponding with customers and advisers as necessary

* Present your case to the Ombudsman/Regulator and negotiate appropriate settlements where required

* Record all complaints onto the complaints database, ensuring that all regulatory and compliance requirements are met and data can be reported as required

* Maintain a high level of technical and specialist skills, experience and knowledge, enabling high quality complaint resolution and root cause analysis to ensure improved customer experiences

* Support the co-ordination of the completion of open actions and redress / compensation payments linked to complaints. Any Risks identified are logged and recorded appropriately

* Maintain and deliver training materials relating to complaint handling and provide training and coaching to team members as required

* Work with the Customer Services teams to ensure that they are assessing adherence to processes. Use the root cause to identify process gaps, amendments and training requirements

* Deliver exceptional quality to customers and their advisers, by ensuring the company address and thoroughly investigate every point raised within the complaint without bias. Respond within the states timescales and by keeping the customer informed throughout the process

* Listen to customers and use the root cause to learn from complaints and improve processes and training

* Ensure familiarity with risk management programmes as they impact this position, and follow appropriate risk management procedures to control, monitor and report on business activities

* Ensure compliance with Company policies, regulatory, professional and legal requirements

* Act as an escalation point for complex cases

* Train and mentor new and existing team members

* Ensure that customer vulnerability is identified and taken into consideration when investigating the complaint

* Prepare MI reports when required

Person Profile

- Demonstrable experience of working in financial services organisations and/or customer service environment

- Knowledge and experience of complaint procedures and regulatory requirements

- Professional manner when dealing with complaint cases

- Strong communication skills, telephone and written

- Competent user of technology with strong PC skills including knowledge of Microsoft Office packages

- Sound negotiation skills, when dealing with complex/ financial complaint cases

- Analytical experience and ability to identify trends and root cause and identify solutions

- Ability to remain calm under pressure and provide measured and well-articulated responses

- Ability to coach and feedback effectively to teams and individuals, peers and senior managers

- Ability to take ownership and make decisions