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 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: Colleague
Recruiter: Sarah Mathers
Closing Date: 8 April 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.


  • 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...


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

    We are looking to appoint an enthusiastic, forward thinking, flexible, motivated Radiotherapy Bookings Officer, ideally with experience of working in a customer/patient focused environment, to provide a full and comprehensive service to the Radiotherapy Department in relation to radiotherapy bookings, ensuring that all patients’ appointments are booked...

  • Customer Service Advisor

    Found in: Talent UK 2 C2 - 3 weeks ago


    Bath, 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 +...


  • 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...


  • 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,...

  • Receptionist

    5 days ago


    Bath, United Kingdom The Roseate Villa Bath Full time

    We are looking for an enthusiastic, talented and dedicated Full Time Receptionist to join our luxury hotel brand. The Roseate Villa Bath occupies a quiet corner of the city, moments’ walk from the heart of the iconic Bath, a city favoured for its heritage and cultural tourism. The Roseate Villa Bath is an intimate, luxury Bath hotel offering 21...

  • Receptionist

    4 days ago


    Bath, United Kingdom The Roseate Villa Bath Full time

    We are looking for an enthusiastic, talented and dedicated Full Time Receptionist to join our luxury hotel brand. The Roseate Villa Bath occupies a quiet corner of the city, moments’ walk from the heart of the iconic Bath, a city favoured for its heritage and cultural tourism. The Roseate Villa Bath is an intimate, luxury Bath hotel offering 21...

  • Risk and Best Practice Assistant

    Found in: Talent UK C2 - 2 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...

  • Senior Associate

    3 days ago


    Bath, United Kingdom Stone King Full time

    **About us** Stone King is an ambitious and friendly firm specialising in the Business & Social Enterprise, Charity, Education, Faith and Private Client sectors. Our collaborative culture and core values are intertwined with our ethos of doing the right thing by our clients, communities, and our people. Our passion for the sectors we work in and the...


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

    JOB SUMMARY The Psychological & Social Support Project Administrator 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...


  • 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 +...

  • Front of House

    4 days ago


    Bath, United Kingdom Spacecare Ltd Full time

    We are looking for a multi-skilled and adaptable individual to take on the Building Front of House/Reception role of a prestige multi let office building. Monday to Friday 4pm to 7pm Are you personable, friendly, able to go that extra mile to help the customer? Below is a brief summary of the role and what we are looking for. SIA Licence preferred You...

  • Property Manager

    2 weeks ago


    Bath, United Kingdom Appcastenterprise Full time

    We are Touchstone, we manage a portfolio of properties on behalf of the UK's biggest landlords across the UK. We want you to join the Places for People Group and the 11,000 other colleagues on our journey; colleagues who have helped to build, manage, maintain places that people are proud to call home and stay active in. How do we do all this? We surround...

  • Administrator

    6 days ago


    Bath, United Kingdom Places for People Full time

    We are Touchstone, we manage a portfolio of properties on behalf of the UK's biggest landlords across the UK. We want you to join the Places for People Group and the 11,000 other colleagues on our journey; colleagues who have helped to build, manage, maintain places that people are proud to call home and stay active in. How do we do all this? We surround...


  • Bath, United Kingdom New Resource Recruitment Full time

    **Domiciliary Care Manager** Bath Full Time and Permanent Position Annual Salary: £42,000 to £55,000 Dependant on Experience **Key Responsibilities**: - To ensure the services delivered are safe, meet legal/regulatory CQC requirements, and the organisations policy and practice standards. - The implementation and management of quality control systems...