Complaints Officer

4 weeks ago

Bath, 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.
We have an exciting opportunity for a Complaints Officer to join our M&G Wealth Platform Complaints team in Bath, Stirling or Edinburgh. We will consider flexible working arrangements and frequent homeworking, and this is a permanent role.

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.

There has never been a more exciting time to join Platform Complaints, where the right candidate will thrive in a climate of fast-paced business and regulatory change. We are looking for a natural problem solver and for you to be customer-centric by nature.

The Role

The Wealth Platform team at M&G are looking for a customer focused individual to join our well established complaints team. The ideal candidate can identify where a customer or client has not experienced the best possible service, builds immediate rapport, takes ownership for making amends and creates future advocacy by making things right swiftly and fairly.

This role can be based in proximity to one of our offices in Edinburgh, Stirling or Bath but can be hybrid/home based with 3 days per week in the office.

Key Work Level Accountabilities:
• Accountable for providing a quality service or product to customers and stakeholders, using skills/experience built through significant practical experience or training
• Works within established frameworks and procedures, with the freedom to interpret them to solve a range of problems
• Delivers outputs that are clearly defined, using discretion over how to achieve them
• Makes suggestions for improvements to the work of the team, based on previous experience and knowledge of similar situations

Key Knowledge, Skills & Experience:
• Experience of complaint handling
• Strong communication skills, both written and verbal, and a confident telephone manner
• Working knowledge of the FCA complaint handling rules (DISP)
• PC literate
• Highly customer focused
• Ability to organise and prioritise high workload without supervision
• Ability to investigate and resolve problems and present sound reasoned arguments to support your outcome
• Decisiveness

Key Responsibilities for this role:
• Ensures that complaints are handled in accordance with internal procedures, meeting company standards and maintaining comprehensive records, in compliance with FCA complaint handling rules and guidelines
• Leads by example with inspiration and enthusiasm to achieve business objectives and ensures that complaints are promptly investigated with clear and reasoned recommendations made.
• Promotes a customer focused environment, delivering first class customer service encompassing Consumer Duty principles.
• Provides technical support and advice on products and complaints to the rest of the department and other business units and co-operates with the relevant ombudsman where necessary.

Work Level: Experienced Colleague
Recruiter: Sarah Mathers
Closing Date: 4 June 2024

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.

  • Complaints Officer

    2 months ago

    Bath, 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...

  • Complaints Officer

    4 weeks ago

    Bath, 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...

  • Complaints Officer

    3 weeks ago

    Bath, Bath & N E Somerset, 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...

  • Complaints Officer

    4 weeks ago

    Bath, 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...

  • Complaints Officer

    6 days ago

    Bath, Bath & N E Somerset, 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...

  • Complaints Officer

    2 weeks ago

    Bath, 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...

  • Complaints Officer

    2 months ago

    Bath, United Kingdom eFinancialCareers 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 clientsand identifying new opportunities to make a positive impact for our environment and communities. To help us...

  • Complaints Officer

    5 days ago

    Bath, Somerset, 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...

  • Customer Experience Officer

    5 days ago

    Bath, Somerset, 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...

  • Complaints Handler

    2 weeks ago

    Bath, United Kingdom Pear Tree Recruitment Full time

    **Complaints Handler - 6 Month Fixed Term Contract** £28,000 - £35,000 p/a DOE Bath - hybrid working options available We are excited to be recruiting for an award-winning financial technology company based in the heart of Bath who are looking for a Complaints Handler to join their friendly team. **Benefits to include**: - Competitive annual salary -...

  • Complaints Handler

    2 weeks ago

    Bath, United Kingdom Pear Tree Recruitment Full time

    **Complaints Handler - 6 Month Fixed Term Contract** £28,000 - £35,000 p/a DOE Bath - hybrid working options available We are excited to be recruiting for an award-winning financial technology company based in the heart of Bath who are looking for a Complaints Handler to join their friendly team. **Benefits to include**: - Competitive annual salary -...

  • Complaints Handler

    2 weeks ago

    Bath, United Kingdom Pear Tree Recruitment Full time

    **Complaints Handler - 6 Month Fixed Term Contract** £28,000 - £35,000 p/a DOE Bath - hybrid working options available We are excited to be recruiting for an award-winning financial technology company based in the heart of Bath who are looking for a Complaints Handler to join their friendly team. **Benefits to include**: - Competitive annual salary -...

  • Complaints Investigator

    4 days ago

    Bath, United Kingdom Novia Financial Full time

    robust complaints framework appropriate to Novia Financial Plc, and for helping the business identify operational changes that will improve customer outcomes. Key responsibilities are the logging, acknowledgment, investigation, and final resolution of complaints to meet our financial services regulatory timescales, including responding to the Financial...

  • Complaints Administrator

    2 weeks ago

    Bath, United Kingdom Wealthtime Full time

    **About us** At Wealthtime, we take pride in being a Multi-Award-Winning financial technology company, renowned for our 5-star service platform. Our shared purpose and core behaviours—Seek Opportunity, Nurture Each Other, and Simply Get Going—guide us on our journey. With new ownership since 2021 and substantial investments of over £17m into the...

  • Complaints Administrator

    2 weeks ago

    Bath, United Kingdom Wealthtime Full time

    **About us** At Wealthtime, we take pride in being a Multi-Award-Winning financial technology company, renowned for our 5-star service platform. Our shared purpose and core behaviours—Seek Opportunity, Nurture Each Other, and Simply Get Going—guide us on our journey. With new ownership since 2021 and substantial investments of over £17m into the...

  • Patient Support

    2 months ago

    Bath, United Kingdom Royal United Hospitals Bath NHS Foundation Trust Full time

    Are you an excellent communicator, with good listening and people skills? Can you work on your own initiative and be tenacious yet tactful in solving problems? Are you comfortable talking to people who may be distressed? Have you experience working in customer services? If this sounds like you, the Patient Support & Complaints Team (PSCT) at The Royal United...

  • Band 5 PALS and Complaints Officer-Bath NHS House

    3 weeks ago

    Bath, Somerset, United Kingdom Avon & Wiltshire Mental Health Partnership NHS Trust Full time

    Job overview We have an exciting opportunity for maternity leave cover in the PALS and Complaints Team. A PALS and Complaints Officer has an important and challenging role in providing an accessible contact point for service users, their relatives, carers, and members of the public who use our services. You need compassion, empathy, resilience and an...

  • Student Casework Officer

    3 weeks ago

    Bath, United Kingdom University of Bath Full time

    Student Casework Officer (part-time role) Job title Student Casework Officer (part-time role) Department Student Support and Safeguarding Salary Starting from £37,099, rising to £44,263 pro rata Grade Grade 7 Placed on Tuesday 14 November 2023 Closing date Tuesday 28 November 2023 Interview date To be confirmed Reference CC11188 Share The...

  • Senior Customer Services Officer

    2 months ago

    Bath, United Kingdom Ultimate Banking Ltd Full time

    **Senior Customer Service Officer - Savings** **Hybrid** **Bath** **£27,500** **Introduction** Our client is a respected and established financial services provider where the customer is at the heart of the organisation. This important role will assist the Savings Support Manager with the running of the Customer Service Department (CSD),...

  • Planning Officer

    4 weeks ago

    Bath, United Kingdom CRA Group Ltd Full time

    3 Months contract with a Local AuthorityJob Summary:·         To manage and process planning applications and other related development·         control work. To ensure that development is in accordance with current planning·         legislation, the Council’s planning policies and sound planning principles.·         To...