Complaint Handler

6 days ago

Edinburgh, United Kingdom Diligenta Full time

**Who are Diligenta?**
Diligenta's vision is to be acknowledged as the 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 founded on positive change and development.

**The Opportunity**
We’re currently recruiting for 6 Complaint Handlers to join our Customer Relations Department. You would be part of a centralised complaints team handling all formal complaints within the 8 week regulatory timescales. The role is to deliver a fair and reasonable complaint outcomes to our customers, as well as feeding insight to the business areas to improve the overall customer experience.

There is a great focus on our customers' needs and you’ll be responsible for listening, understanding and responding to those needs to ensure the customer receives a fair outcome. As a Complaint Handler, you'll work in an area that deals with all types of complaints across a wide range of products. This is a fantastic opportunity for you to learn and develop every day where you’ll be working with lots of variety in an empowered role.

This is a fantastic opportunity to work on the Standard Life Account. You’ll be expected to complete a 10 - 12 week training programme, 5 days a week in the Central Edinburgh office. Once finished, you’ll have the opportunity to work 2 days at home.

Please contact Pauline Robertson for more information on this vacancy.

**You’ll be**:

- Investigating complaints holistically and arriving at fair and reasonable decisions on a number of different products and processes
- Demonstrating sound judgement and producing high quality responses to customer
- Demonstrating best practice and supporting colleagues across the business as appropriate
- Maintaining a knowledge and understanding of Financial Conduct Authority (FCA) complaint handling rules
- Determining if compensation for financial loss and/or a distress and inconvenience payment is appropriate and at what level.
- Keeping up to date with complaint handling regulations and legislative changes to understand and identify potential key risks that may impact our business.
- Have previous life and pensions understanding (essential)
- Are passionate about providing a high level of customer service
- Possess strong attention to detail and communication skills
- Are able to build partnerships, networks and relationships
- Are able to work under pressure and in a dynamic environment

Job Reference: DGENTA01248

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