Complaints Consultant

Legal & General are currently looking for a **Complaints Consultant **to join their Retail & Annuities area, supporting with determining complaint outcomes and communicating this to customers.

**ALL APPLICANTS MUST BE BASED IN MAINLAND UK WITH A VALID RIGHT TO WORK IN THE UK.**

Reporting into the Complaints Manager, you will **review the completed investigations** of complaints relating to **Annuities**, **determine the outcome** and compensation, and **communicate this to customers via calls and written letters.**

Principal accountabilities:
1. Deliver processes and systems to ensure that complaints are fully investigated and reach a good and compliant outcome in accordance with regulation and ensuring that communication is aligned to L&G’s customer experience and in line with Consumer Duty expectations.

2. Communicate with customers clearly and in a timely manner to enable them to access the complaints process easily and understand how complaints will be dealt with, the decision reached and the options after the complaint has been concluded.

3. Maintain a robust audit trail of the complaint investigation, justification for the decision, and customer contact to be able to provide this evidence to the FOS as required under legislation.

4. Deliver a process for the classification of complaints so that root cause analysis can be produced, analysed and acted upon and highlight ideas and recommendations for improving products or processes.

5. To ensure offers of redress, compensation and Trouble and Upset are in line with internal standards and FOS guidelines.

6. Take responsibility for queries and referrals into the team ensuring that all necessary information is gathered so that an accurate response can be given promptly.

7. Develop and maintain product, process, and regulatory knowledge in relation to the retirement business. Identify and share best practice from other areas to improve service.
- Experience in **handling complaints**.
- **Annuity product knowledge**.
- Excellent **written and verbal communication skills** with a high level of **attention to detail**.

**Job Types**: Full-time, Temporary contract
Contract length: 6 months

**Salary**: £150.00-£200.00 per day

**Benefits**:

- Company pension
- Free parking
- On-site parking
- Work from home

Schedule:

- Monday to Friday

Application question(s):

- Do you have any criminal convictions, CCJs, IVAs or bankruptcies that we need to be aware of? If yes please provide details.
- In the past 3 years have you been dismissed by an employer? If yes please provide details.
- What is your current notice period/availability to start?

Work Location: Remote

Reference ID: 1236712