Complaints Assessor

Date Posted: 31/07/2023

Location: Reigate

**Job Type**: Full time

**Complaints Assessor**

**Just Group plc**

**Reigate - hybrid (40% office based)**

**Full-time - 35 hours per week**

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**Who are Just?**

We’re a **FTSE 250 Financial Services** company who specialise in retirement solutions and right now, our world is moving pretty quickly. With the defined benefit buy in / buy out space growing each year, Just continues to annually grow its business by over £2bn of assets.

We are a **purpose driven** company with compelling and credible goals. Quite simply, we help people achieve a better later life. We achieve this by providing competitive and innovative products, services, financial advice and guidance to help our customers achieve security, certainty and provide them with peace of mind in retirement.

That’s who we are. We’re a company on a mission: to become a beacon for the entire retirement industry. Because we believe everyone deserves a fair, secure, and fulfilling retirement.

**About The Role**

As a complaints assessor for Just Group plc, it will be your job to ensure complaints received are administered, investigated and resolved, in accordance with company standards and regulatory requirements. You will also conduct analysis of the problem to identify training, process or other root causes that can improve the customer experience and eliminate or reduce the risk of reoccurrence.

**Key Accountabilities**- Investigating and resolving complaints in line with FCA regulations- Identify areas in processes which could be improved and feed this back in an appropriate manner- To improve your own personal development and improve and maintain competence- Analyse quality data gathered and provide feedback to appropriate stakeholders, including operational line management and training colleagues

**About You**

Qualifications:
**Essential**: Minimum of 3 GCSE’s, or equivalent, including Maths & English (A-C Grades)**Desirable**: CII Financial Services qualification, e.g. CF1, CF4, FA1, FA2

The experience, skills, and knowledge we are looking for:
- Must have relevant complaints experience, preferably within the Financial Services sector- An understanding of the products and services provided by the Group- Passionate about delivering great service to customers- An understanding of business processes- Excellent listening and questioning skills and the ability to explain complex information in plain, simple English- An understanding of Microsoft Office suite

**Company Benefits**- A Competitive Salary, Pension Scheme and Life Assurance- Along with 25 Days Annual Leave plus an Additional Day on us for your Birthday- Private Medical Cover and Income Protection, just in case- A generous and highly achievable bonus scheme - paid annually based on individual and company performance against targets- Opportunity to progress within your career both in-role and within the company- FREE access to the Headspace App, a 24/7 Employee Assistance Helpline and Trained Physical & Mental Health First Aiders (On-Site)- A variety of Employee Funded Benefits available to you via our Online Benefits Portal- Plus, several additional purchase options available for you and your loved ones

**Why Just?**

We are committed to building a more **sustainable business** and have publicly committed to reduce our scope 3 emissions to Net Zero by 2050 and our scope 1 and 2 emissions to Net Zero by 2025. We’ve made good progress so far and encourage our people to make small and meaningful changes in their everyday lives, so that we can protect our planet for future generations.

**Diversity, Equity and inclusion (DE&I)** is a key priority for Just as part of our overall strategy and ensuring all of our people **feel proud** to work at Just. We have joined a number of initiatives including the **Race at Work Charter**, designed to improve outcomes for employees from underrepresented backgrounds. We also run a Reciprocal Mentoring scheme for employees from a BAME background, those with a disability and those who identify as LGBTQ+. There are multiple employee network groups, which champion issues including race, gender, social mobility and neurodiversity.

What’s clear about working at Just is that we care. We care about our customers, our purpose, our environment, inclusivity, wellbeing and most importantly - each other.