Senior Complaints Handler

2 weeks ago

Stirling, Stirling, United Kingdom M&G plc Full time
At M&G our purpose is to help people manage and grow their savings and investments, responsibly.

As a business, we are continuing to take steps towards a sustainable future, delivering better long-term solutions for our customers and clients and identifying new opportunities to make a positive impact for our environment and communities.

To help us achieve our vision we're looking for exceptional people who live our values of care and integrity and who can inspire others; embrace change; deliver results and keep it simple.


We will consider flexible working arrangements for any of our roles and also offer work place accommodations to ensure you have what you need to effectively deliver in your role.


The Role:
Senior Complaint Handler

An exciting opportunity has arisen for a Senior Complaint Handler to join our Complaint Resolution Team within Wealth Operations. In this role you will manage, investigate and resolve customer complaints, both written and over the phone.

The ability to identify root cause and trends, and being able to work with other areas of the business in preventing future complaints is essential.


Key Responsibilities:

  • Deliver exceptional Customer Service
  • Provide a prompt and professional response at all times while bringing the complaint to a close within the agreed timescales
  • Manage your own workload effectively
  • Work as part of a team to achieve shared goals
  • Identify root causes, trends and issues that arise by process, product or complaint type and work with the wider business to influence reduction in complaint volumes
  • Recognize opportunities for process improvement

Desirable not essential:

  • Knowledge and experience of Pensions

You will have:

  • Customer Service and complaint handling experience within a Financial Services environment
  • Excellent communication skills verbal and written
  • Investigative and analytical skills
  • Knowledge of Quality Assurance process and techniques
  • An empathetic nature with the desire to reach the fairest outcome for the Customer

Job Level:
Experienced Colleague

Closing Date: 26 June 2023


We have a diverse workforce and an inclusive culture at M&G plc, underpinned by our policies and our employee-led networks who provide networking opportunities, advice and support for the diverse communities our colleagues represent.

Regardless of gender, ethnicity, age, sexual orientation, nationality or disability we are looking to attract, promote and retain exceptional people.

We also welcome those who take part in military service and those returning from career breaks.

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