Complaints and Risk Administrator

6 months ago

Birmingham, United Kingdom Shakespeare Martineau Full time

We have a brand new opportunity for a Complaints & Risk Administrator to join our Risk & Compliance team.

You will be responsible for providing full administration support to the complaints handling function of the Risk and Compliance team.

This role would suit someone with a proactive approach to problem solving, who enjoys and works well under pressure and is looking for excellent development in a collaborative team.

**You key duties will be**:

- Supporting the Complaints Manager and Complaints Executive to assist with complaints
- Contributing towards the effective delivery of all elements of this process - from acknowledgement of the issue, some investigation work and reporting trends and data to help towards reducing re-occurrence of issues
- Taking telephone calls from complainants and keeping accurate records of the complaint to be retained on the complaint files and 3C database
- Dealing with opening and closing of files and ensuring that all electronic records are kept up to date at all times
- Assisting with updating complainants during the course of the investigation
- Assisting with the retrieval of client files and collation of documents needed for investigations
- Liaising with the legal teams and external parties (where appropriate) in any aspect of the complaint investigation
- Arranging meetings with internal and external parties for the purpose of complaint investigations
- Arranging compensation payments and settling supplier invoices promptly
- Assisting with the collection of complaints data to be distributed in an appropriate format for internal use and upon request from third party suppliers
- Assisting with group wide queries relating to client service issues
- Any other task as appropriate to meet business need

**Skills and experience you will have**:

- A minimum of 6 months’ experience of working in professional services environment (preferably a legal background but not essential)
- 6 months general administration experience, distinct advantage if you come from a risk/compliance background.
- Excellent knowledge of MS office products
- The ability to articulate with excellent communication skills, both written and verbal as well as having ability to demonstrate empathy when needed.
- Customer/client service experience is preferred
- Highly organised; ability to juggle priorities to deliver excellent service in a fast-paced environment
- Willing to work hard with drive and enthusiasm
- Excellent attention to detail and accuracy
- Commitment, flexibility, and a team player approach

**Key competencies you will need**:

- Great communication skills to ensure your colleagues are kept fully up to date on complaints
- The ability to take ownership of your case load, with supervision and to work independently, using your initiative when required
- Excellent attention to detail and accuracy, as well as the ability to prioritise workload
- Resilient and able to work in a fast paced environment
- strong interpersonal skills and the confidence to handle sometimes challenging telephone calls
- the ability to communicate effectively at all levels
- How we workWe embrace agile working and offer a blended approach to where and how we work.

We appreciate that people have different needs and preferences and we’re keen to be flexible, after all, we value what you do, not where you do it.

We have hubs in Birmingham, Bristol, Edinburgh, Leicester, London, Lincoln, Milton Keynes, Nottingham, Solihull, Stratford-upon-Avon and Sheffield. This role will be predominantly home based with travel as required into Birmingham or one of our other West Midlands hubs
- Additional information- Equal opportunitiesShakespeare Martineau is a committed equal opportunities employer. We seek to attract, develop and retain talented people from a diverse range of backgrounds and cultures. We value and respect individuality and encourage a culture within our business where people can be themselves and be valued for their strengths and experiences. Everyone who either applies to or works for the firm is treated equally, regardless of their gender, age, ethnic origin, nationality, marital status, sexual orientation or religious beliefs.

LI-DNI
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