Complaints Officer

3 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.

We are looking for candidates with the following (or applicable) experience:
• Strong telephony or customer services experience
• Experience of complaint handling
• Working knowledge of the FCA complaint handling rules (DISP) or experience within a regulated organisation
• Financial industry knowledge and/or wrap platform understanding advantageous
• Takes an interest in the growth of our business at a strategic, corporate level
• CISI Investment Operations Certificate or CII, CF1, RO1 and FA2 qualifications desirable
• Exceptional verbal communication skills, ability to demonstrate empathy and tackle challenging conversations
• Excellent written communication skills
• Highly customer focused
• Ability to organise and prioritise high workload without supervision
• Ability to solve problems and presentation of sound reasoned arguments with decisiveness

Key Responsibilities for this role:
• The Complaints Officer will ensure that complaints are handled in accordance with internal procedures and in compliance with FCA complaint handling rules and guidelines
• Will undertake timely investigation and resolution of complaints, ensuring cooperation with the relevant Ombudsman where necessary and maintains comprehensive records
• Deliver a first class customer service encompassing the Treating Customer Fairly principle.

Work Level: Experienced Colleague
Recruiter: Sarah Mathers
Closing Date: 8 May 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.

  • Senior Credit Control Officer

    2 weeks ago

    Bath, Somerset, United Kingdom CMD Recruitment Full time

    Credit Controller Full Time, Permanent £23,000pa - £28,000pa depending on experience Bath - On-site parking! Do you have previous experience as a Credit Controller? Our client is looking for a proactive and skilled Credit Controller with exceptional communication skills, to join their team. As a pivotal role within the organisation, the successful...

  • Customer Service Advisor

    6 days ago

    Bath, United Kingdom AWD Recruitment Limited Full time

    Customer Service Advisor / Contact Centre Agent / Customer Care Representative with a great combination of administrative, customer service and organisational / time-management skills, as well as a good understanding of Microsoft Office is required to join our team at Truespeed based in Bath, Somerset. **SALARY**: £25,000 - £28,000 per annum + Commission...

  • Lettings Administrator/negotiator

    7 days ago

    Bath, United Kingdom Liane Hanks Residential Limited Full time

    An exciting opportunity to work for a local established, busy lettings office. The role will include being first point of contact for all customer enquiries, queries, and complaints relating to administration. Liaising with third parties in relation to requests, answering calls and other administration work relating to lettings. You will prepare all legal...

  • Lettings Administrator/negotiator

    2 days ago

    Bath, United Kingdom Liane Hanks Residential Limited Full time

    An exciting opportunity to work for a local established, busy lettings office. The role will include being first point of contact for all customer enquiries, queries, and complaints relating to administration. Liaising with third parties in relation to requests, answering calls and other administration work relating to lettings. You will prepare all legal...

  • Lettings Property Management Maintenance

    2 days ago

    Bath, United Kingdom Liane Hanks Residential Limited Full time

    An exciting opportunity to work for a local established, busy lettings office. The role will include being first point of contact for all customer enquiries, queries, and complaints relating to property management maintenance. Liaising with third parties in relation to requests, answering calls and other administration work relating to lettings. Issuing...

  • Full-time Contact Centre Customer Service Agent

    3 weeks ago

    Bath, Somerset, United Kingdom TRUESPEED Full time

    Customer Service Advisor / Contact Centre Agent / Customer Care Representative with a great combination of administrative, customer service and organisational / time-management skills, as well as a good understanding of Microsoft Office is required to join our team at Truespeed based in Bath, Somerset. Hybrid Working from Home and the Office in Bath,...

  • Independent Reviewing Officer

    4 weeks ago

    Bath, United Kingdom Hoop Recruitment Full time

    BANES Council are looking for an experienced IRO who has previously undertaken this role and is competent in the requirements of the IRO Handbook. Home working opportunities are available as a large proportion of these roles can be undertaken from home, however there is also significant local and some national travel. Key Responsibilities - To be...

  • Customer Service Advisor

    4 weeks ago

    Bath, United Kingdom AWD Recruitment Limited Full time

    Customer Service Advisor / Contact Centre Agent / Call Centre Customer Care Representative who has a polite and professional telephone manner with good administration and communication skills is required for well-established company based in Bath, Somerset. **SALARY**: £25,000 - £28,000 per annum + Commission + Benefits **LOCATION**: Hybrid Working from...

  • Risk and Best Practice Assistant

    4 weeks ago

    Bath, United Kingdom RWK Goodman Full time

    We are currently recruiting for a Risk and Best Practice Assistant to join our Bath office. You will assist the Risk and Best Practice team in the provision of professional, efficient, and high quality first-tier assistance with risk and compliance queries to the firm and external parties. Duties will include: Be the first point of contact for queries...

  • Project Administrator

    4 weeks ago

    Bath, United Kingdom RICE- The Research institute for the Care of Older People Full time

    JOB SUMMARY The Project Administrator role is initially a three year National Lottery funded role which will support the Project Team to develop and grow a package of psychological and social support interventions for those diagnosed with dementia, their carers and families. RICE is looking to build on our existing support offer and this role is key to...

  • Customer Service Advisor

    3 weeks ago

    Bath, Somerset, United Kingdom TRUESPEED Full time

    Customer Service Advisor / Contact Centre Agent / Customer Care Representative with a great combination of administrative, customer service and organisational / time-management skills, as well as a good understanding of Microsoft Office is required to join our team at Truespeed based in Bath, Somerset. SALARY: GBP25,000 - GBP28,000 per annum +...

  • Full-time Contact Centre Customer Service Agent

    7 days ago

    Bath, Somerset, United Kingdom AWD online Full time

    Customer Service Advisor / Contact Centre Agent / Call Centre Customer Care Representative who has a polite and professional telephone manner with good administration and communication skills is required for well-established company based in Bath, Somerset. Hybrid Working from Home and the Office in Bath, Somerset JOB TYPE: Full-Time, Permanent ...

  • Front of House/concierge

    4 weeks ago

    Bath, United Kingdom Spacecare Ltd Full time

    Spacecare are an established provider of professionally delivered estate maintenance services throughout the UK, supplying a comprehensive range of services to both the Public and Private sectors, with a name for dependability and flexibility. We provide a solution that best suits our clients needs, making us a complete one-stop management solution. We...

  • Surveyor 3 Months

    4 weeks ago

    Bath, United Kingdom Goodman Masson Full time

    **Surveyor (3 months) Offering £14.00-£19.50 an hour Devizes Area (SN10) Hybrid working Temporary Contracts (3 months) About The Company** This company provide safety and security through their reliable customer services and they supply a wide range of housing options in response to the housing crisis. Supported by three strategic themes, their approach is...