Complaints Consultant

1 month ago


Edinburgh, Edinburgh, United Kingdom abrdn Full time

Job Description

At abrdn we empower our clients to plan, save and invest for their futures.

Through the expertise, insight and innovation of our team, we aim to help clients create more ways for money to make an impact. We set our sights on giving them more confidence to achieve their goals, and more clarity about what they need next. And we focus on delivering outcomes that are more than just financial – by investing sustainably to build a better world.

Responsibilities:

Listen to and actively engage with customers, making sure their concerns are fully understood.Ensure all relevant evidence is gathered from customers and key stakeholders to ensure fair outcomes.Consider all the facts to reach a fair and independent decision for abrdn business. Communicate clearly, concisely, and professionally to ensure customers understand the decision reached.Determine if compensation for financial loss and/or a distress and inconvenience payment is appropriate and at what level.Complaint files are fully compliant to satisfy internal/ external audits and the regulator.Build valuable relationships with internal and external customers and provide guidance to ensure we meet regulatory standards for complaint handling.Identify and escalate any common themes and root causes by working with the business area management teams to prevent future complaints.Keep up to date with complaint handling regulations and pass continual assessments to ensure they remain fully compliant.Build and share knowledge of complaint handling regulations and decisions to ensure consistency across the departmentAble to investigate complaints impartially, holistically and make fair and reasonable decisions, whilst remaining independent of the business.Decisions support TCF outcomes and balance regulatory, legislative and commercial needs.Manage conflict and maintain good working relationships at all levels of the business.Self-manage complaint case workload for different products and processes within regulatory timescales.Able to provide an exceptional complaint experience even when having to decline a complaint.Maintain knowledge and understanding of Financial Conduct Authority (FCA) complaint handling rules & Financial Ombudsman Service (FOS) & Pension Ombudsman (PO) rules and guidance.Understand (FOS/PO) decisions and ensure learns are shared and implemented.Identify if the business area are following the complaint process by providing regular support and guidance. Accurate recording of complaints for effective root cause analysis and to ensure accurate reporting.

·

Qualifications / Experience we're looking for:

Established working experience in a customer facing environment within the Financial Services industry.Working knowledge of abrdn products.Proven knowledge of financial products.Excellent verbal and written communication skills.Proven ability to work unsupervised within a regulatory driven environment.Ability to influence othersProven ability to work unsupervised while meeting tight timescales.

Desirable:

Understanding of the complaint handling process.Working knowledge of UK Risk and regulatory background.Experience in using Salesforce as a daily work tool, as part of any previous job role.

Our benefits:

There's more to working life than coming home with a good salary. We have an environment where you can learn, get involved and be supported.

When you join us, your reward will be one of the best around. This includes 40 days' annual leave, a 16% employer pension contribution, a discretionary performance based bonus (where applicable), private healthcare and a range of flexible benefits – including gym discounts, season ticket loans and access to an employee discount portal. You can read more about our benefits here.

Our business:

Enabling our clients to be better investors drives everything we do. Our business is structured around three distinct areas – our vectors of growth – focused on our clients' changing needs. You can find out more about what we do here.We're committed to providing an inclusive workplace where all forms of difference are valued and which is free from any form of unfair or unlawful treatment. We define diversity in its broadest sense – this includes but is not limited to our diversity of educational and professional backgrounds, experience, cognitive and neurodiversity, age, gender, gender identity, sexual orientation, disability, religion or belief and ethnicity and geographical provenance. We support a culture that values meritocracy, fairness and transparency and welcomes enquiries from everyone.If you need assistance or an adjustment due to a disability please let us know as part of your application and we will assist.



  • Edinburgh, Edinburgh, United Kingdom Diligenta Full time

    Position Overview:As a Customer Complaints Specialist, you will play a vital role in addressing inquiries, concerns, and grievances on behalf of a prominent financial institution. Your primary responsibility will be to ensure that customers feel heard and valued, transforming negative experiences into positive outcomes.Key Responsibilities:Respond to...


  • Edinburgh, Edinburgh, United Kingdom Diligenta Full time

    Customer Complaints Operations Leader About Diligenta:Diligenta is committed to being recognized as a premier, platform-driven provider of Life and Pensions Administration Services. Our core focus is on delivering exceptional customer service, with the goal of revolutionizing our clients' operational frameworks. We foster a workplace culture that is often...


  • Edinburgh, Edinburgh, United Kingdom Diligenta Full time £25,000

    Customer Complaints Specialist Salary: Starting from £25,000 per annum Working Hours: Monday to Friday Flexible Shifts: Options available from 8am to 6pm Location: EdinburghDiligenta is a prominent provider in the Life and Pensions industry, delivering outsourced administrative solutions to leading financial service firms in the UK. Our mission is to be...


  • Edinburgh, Edinburgh, United Kingdom TUI Cruises GmbH Full time

    Job Summary:As a Travel Sales Consultant at TUI Cruises GmbH, you will play a vital role in creating unforgettable holiday experiences for our customers. Your passion for travel and customer service will drive you to excel in this dynamic and rewarding role.Key Responsibilities:Develop and maintain in-depth knowledge of our holiday destinations and products...


  • Edinburgh, Edinburgh, United Kingdom Diligenta Full time £25,000

    Position: Customer Relations SpecialistLocation: EdinburghWorking Hours: Monday to FridayFlexible Shifts: Options available from 8am to 6pmAbout Diligenta: Diligenta is a leading provider in the Life and Pensions sector, offering outsourced administrative solutions to renowned financial institutions across the UK. Our mission is to be recognized as the...


  • Edinburgh, Edinburgh, United Kingdom Idex Full time

    I am currently looking for an experienced Principal Pension Administrator to join a global pensions consultancy who are in the midst of an exciting transition/growth phase.The Principal Pension Administrators will report directly to the CSD Team Managers and be responsible for managing 2 Senior Administrators and up to 4 Administrators. The ideal candidate...

  • Pensions Manager

    1 day ago


    Edinburgh, Edinburgh, United Kingdom abrdn Full time

    About the RoleWe are seeking a highly skilled Pensions Manager to join our team at abrdn. As a key member of our Reward function, you will play a critical role in the policy, design, and innovation of our pay and benefits strategy across the organization.Key ResponsibilitiesPension Management & Operational Oversight:Manage the abrdn UK and Ireland pension...


  • Edinburgh, Edinburgh, United Kingdom abrdn Full time

    About the RoleWe are seeking a highly skilled Pensions Manager to join our team at abrdn. As a key member of our Reward function, you will play a critical role in the policy, design, and innovation of our pay and benefits strategy across the organization.Key ResponsibilitiesPension Management & Operational Oversight:Manage the abrdn UK and Ireland pension...


  • Edinburgh, Edinburgh, United Kingdom Motorola Solutions Full time

    Job Overview As a Technical Support Specialist at Motorola Solutions, you will play a vital role in a dynamic managed service environment, combining technical expertise with exceptional client relationship management to effectively implement and support our diverse product offerings. In this position, you will engage directly with clients, necessitating...

  • SIPP Administrator

    3 months ago


    Edinburgh, Edinburgh, United Kingdom Idex Full time

    My client is currently looking an experienced SIPP Administrator to join their team in Edinburgh.THE ROLE:Process SIPP transfer out requestsProcess new business applications through to completionComplete transfers in and investment applicationsProcess PCLS payments for clients in retirementProcess regular and ad-hoc payments for clients in...


  • Edinburgh, Edinburgh, United Kingdom Diligenta Full time

    Workforce Resource CoordinatorSalary: From £34802-£43502About DiligentaWe aim to be recognized as a premier Platform-based Life and Pensions Administration Service provider. Our commitment to customer service drives us to transform our clients' operations. We cultivate a culture of positive change and growth, ensuring our employees feel valued and at...


  • Edinburgh, Edinburgh, United Kingdom Diligenta Full time

    Workforce Planning SpecialistSalary: From £34802-£43502About DiligentaAt Diligenta, we aspire to be recognized as a premier provider of Platform-based Life and Pensions Administration Services. Our commitment to exceptional customer service drives us to transform our clients' operations. We cultivate a culture of positive change and growth, ensuring our...


  • Edinburgh, Edinburgh, United Kingdom Engie Full time

    CLIENT DELIVERY SUPPORTENGIE ImpactLocation: UK - DartfordENGIE Impact is at the forefront of providing sustainability solutions and services to businesses, municipalities, and governmental bodies worldwide. As a part of the established ENGIE Group, ENGIE Impact integrates a diverse array of strategic and technical expertise to offer a holistic approach in...


  • Edinburgh, Edinburgh, United Kingdom Engie Full time

    CLIENT DELIVERY SUPPORTENGIE ImpactLocation: UK - DartfordENGIE Impact provides innovative sustainability solutions and services to organizations, municipalities, and governments globally. As part of the established ENGIE Group, ENGIE Impact combines a diverse array of strategic and technical expertise to offer a comprehensive suite of services that assist...


  • Edinburgh, Edinburgh, United Kingdom Engie Full time

    CLIENT DELIVERY SUPPORTENGIE ImpactLocation: UK - DartfordENGIE Impact specializes in providing sustainability solutions and services to various sectors, including corporations, municipalities, and governmental bodies worldwide. As part of the established ENGIE Group, ENGIE Impact combines diverse strategic and technical expertise to offer a holistic...

  • Complaints Consultant

    3 months ago


    Edinburgh, United Kingdom Meraki Full time

    **Complaints Consultant** **Edinburgh - on site** **3-month contract** **Excellent day rate** Meraki talent is partenerd with a leadnig Financial Services firm located in Edinburgh to appoint a Complaints Consultant on an inital 3-month contract. This opportunity offers a excellent day rate. The purpose of the Complaints Consultant is to investigate...

  • Complaints Consultant

    1 month ago


    Edinburgh, United Kingdom abrdn Full time

    Job Description At abrdn we empower our clients to plan, save and invest for their futures.Through the expertise, insight and innovation of our team, we aim to help clients create more ways for money to make an impact. We set our sights on giving them more confidence to achieve their goals, and more clarity about what they need next. And we focus on...

  • Complaints Consultant

    3 weeks ago


    Edinburgh, United Kingdom abrdn plc Full time

    Job Description At abrdn we empower our clients to plan, save and invest for their futures. Through the expertise, insight and innovation of our team, we aim to help clients create more ways for money to make an impact. We set our sights on giving them more confidence to achieve their goals, and more clarity about what they need next. And we focus on...

  • Complaint Handler

    2 months ago


    Edinburgh, United Kingdom Resource Management ltd Full time

    Complaint HandlerStarting at £25,000 per yearMonday to Friday, Flexible between, 8am - 6pm35 hours per weekEdinburgh, EH1 2DH Summary of the role:Join Diligenta as a Complaint Handler and become an integral part of our exceptional customer service delivery. Representing our brand, you'll ensure every customer feels relieved or satisfied after investigating...

  • Complaints Flow Lead

    1 month ago


    Edinburgh, United Kingdom Diligenta Full time

    Complaints Flow Lead Who are Diligenta?Our vision is to be acknowledged as best in-class, platform-based Life and Pensions Administration Service Provider. Customer service is at the heart of everything we do, and our aim is to transform our clients' operations. A business that has been described as 'home' by existing employees, we drive a culture that is...

  • Complaints Flow Lead

    1 month ago


    Edinburgh, Scotland, United Kingdom Diligenta Full time

    Complaints Flow Lead Who are Diligenta?Our vision is to be acknowledged as best in-class, platform-based Life and Pensions Administration Service Provider. Customer service is at the heart of everything we do, and our aim is to transform our clients' operations. A business that has been described as 'home' by existing employees, we drive a...

  • Complaints Flow Lead

    4 weeks ago


    Edinburgh, United Kingdom DILIGENTA Full time

    Complaints Flow LeadDo you have the skills to fill this role Read the complete details below, and make your application today. Who are Diligenta?Our vision is to be acknowledged as best in-class, platform-based Life and Pensions Administration Service Provider. Customer service is at the heart of everything we do, and our aim is to transform our clients'...

  • Complaints Handler

    3 months ago


    Edinburgh, United Kingdom Diligenta Full time

    **Complaints Handler - Edinburgh Lloyds Banking Group** Complaints Handler - Edinburgh Lloyds Banking Group** **Starting at £25,000 per year** **Monday-Friday** **Flexible shift patterns: 8am-4pm/9am-5pm/10am-6pm** **Fountainbridge, Edinburgh, **EH3 9PE** Diligenta is a market leader in the Life and Pensions sector, providing outsourced administration...

  • Customer Service

    1 month ago


    Edinburgh, United Kingdom Diligenta Full time €25,000

    Complaint Handler Standard Life Complaint Handler Monday to Friday, Flexible between, 8am - 6pm Join Diligenta as a Complaint Handler and become an integral part of our exceptional customer service delivery. Representing our brand, you'll ensure every customer feels relieved or satisfied after investigating their issues. With multiple positions...

  • Customer Service

    1 month ago


    Edinburgh, United Kingdom Diligenta Full time €25,000

    Complaint Handler Standard Life Complaint Handler Monday to Friday, Flexible between, 8am - 6pm Join Diligenta as a Complaint Handler and become an integral part of our exceptional customer service delivery. Representing our brand, you'll ensure every customer feels relieved or satisfied after investigating their issues. With multiple positions...

  • Customer Service

    2 months ago


    Edinburgh, United Kingdom DILIGENTA Full time

    Complaint Handler - Edinburgh Complaint Handler - Edinburgh Lloyds Banking Group Monday-Friday Flexible shift patterns: 8am-4pm/9am-5pm/10am-6pm Diligenta is a market leader in the Life and Pensions sector, providing outsourced administration services to many of the best known financial services companies in the UK. Our aim is to be acknowledged as...

  • Customer Service

    2 months ago


    Edinburgh, United Kingdom DILIGENTA Full time

    Complaint Handler - Edinburgh Complaint Handler - Edinburgh Lloyds Banking Group Monday-Friday Flexible shift patterns: 8am-4pm/9am-5pm/10am-6pm Diligenta is a market leader in the Life and Pensions sector, providing outsourced administration services to many of the best known financial services companies in the UK. Our aim is to be acknowledged as...

  • Complaints Handler

    3 months ago


    Edinburgh, United Kingdom Diligenta Full time

    **Complaints Handler - Edinburgh Lloyds Banking Group** Starting at £25,000 per year** **Monday-Friday** **Flexible shift patterns: 8am-4pm/9am-5pm/10am-6pm** **Fountainbridge, Edinburgh,** **EH3 9PE** Diligenta is a market leader in the Life and Pensions sector, providing outsourced administration services to many of the best known financial services...

  • Complaints Handler

    3 months ago


    Edinburgh, United Kingdom Resource Management ltd Full time

    Complaints Handler - Edinburgh Lloyds Banking GroupStarting at £25,000 per yearMonday-FridayFlexible shift patterns: 8am-4pm/9am-5pm/10am-6pmFountainbridge, Edinburgh, EH3 9PEDiligenta is a market leader in the Life and Pensions sector, providing outsourced administration services to many of the best known financial services companies in the UK. Our aim is...

  • Complaint Handler

    3 weeks ago


    Edinburgh, United Kingdom Diligenta Full time

    Complaint Handler - Edinburgh Lloyds Banking GroupStarting at £25,000 per yearMonday-FridayFlexible shift patterns: 8am-4pm/9am-5pm/10am-6pmFountainbridge, Edinburgh, EH3 9PEDiligenta is a market leader in the Life and Pensions sector, providing outsourced administration services to many of the best known financial services companies in the UK. Our aim is...

  • Complaints Handler

    3 months ago


    Edinburgh, United Kingdom Diligenta Full time

    **Salary**: From £25000-£25000 **Complaints Handler - Edinburgh Lloyds Banking Group**: **Starting at £25,000 per year** **Monday-Friday** **Flexible shift patterns: 8am-4pm/9am-5pm/10am-6pm** **Fountainbridge, Edinburgh,** **EH3 9PE** Diligenta is a market leader in the Life and Pensions sector, providing outsourced administration services to many...

  • Complaints Handler

    3 months ago


    Edinburgh, United Kingdom Diligenta Full time

    **Complaints Handler - Edinburgh Lloyds Banking Group** Starting at £25,000 per year** **Monday-Friday** **Flexible shift patterns: 8am-4pm/9am-5pm/10am-6pm** **Fountainbridge, Edinburgh,** **EH3 9PE** Diligenta is a market leader in the Life and Pensions sector, providing outsourced administration services to many of the best known financial services...

  • Sales Consultant

    1 month ago


    Edinburgh, United Kingdom Max Mara Fashion Group Full time

    ABOUT MAX MARA FASHION GROUPMax Mara Fashion Group is recognized throughout the world as the precursor of modern pret-à-porter fashion. The Company was founded in 1951 with the aim of offering “haute de gamme” feminine clothing, produced according to excellent industrial processes. Passion, commitment and tradition have created a unique fashion...

  • Booking Consultant

    3 months ago


    Edinburgh, United Kingdom Medgen Healthcare Full time

    MedGen "Medical General" is a healthcare recruitment agency specialised in placing nurses of all grades and specialisms throughout the UK. We work with private as well as public sector hospitals, prisons and private clients to manage their highly urgent staffing requirements. Our team have very broad experience within healthcare Staffing, and we use this...


  • Edinburgh, United Kingdom AtkinsRéalis Full time

    We’re AtkinsRéalis, a world-leading design, engineering and project management organization. We connect people, data and technology to transform the world’s infrastructure and energy systems. Our Project & Programme Services team are proud to deliver on some of the most prestigious construction projects across the world. It's thanks to our talented...