Complaints Allocations Coordinator
3 months ago
**Allocations Coordinator / Complaints**
**Competitive Salary + Up to 25% Performance Bonus + Superb Benefits**
**HYBRID WORKING (ideally 2 days office / 3 days home)**
**The Job**:
**Key Responsibilities of the Job**:
**Working in conjunction with the Operations Managers** to control workflow across the teams, to ensure all team members have appropriate workloads of cases and that complaints are responded to in a timely manner. Escalate cases as appropriate in line with the Escalation Matrix, provide a regular update on complaints workflow to the Head of Complaints Operations and hold a weekly meeting with Operations Managers to discuss workloads and escalate any issues to the Head of Complaints Operations.
**Oversee day-to-day work of team**:Monitor for any sensitive cases and escalate as appropriate. Complete 2nd triage providing feedback as required to the Assistant Complaints Advisers. Complete any high priority cases straight forward cases as required when capacity allows and provide training, guidance and mentoring for Assistant Complaints Advisers as required for data gathering.
**Complaint handling;** To review all evidence; including documentation, recollections of those involved and what would be deemed reasonable, based on what we know. To liaise with the Advisors, Field Management, Business Assurance, external Actuaries, Professional Indemnity stakeholder, Admin Centres, and relevant internal specialists to make sure all necessary expertise is used in investigating and resolving the complaint.
To ensure each complaint is handled in line with the principle of treating all clients fairly and in a cost-effective manner. To produce clear and well-written decision letters, explaining the conclusions reached. To identify the root cause of each complaint. To ensure the complaints database ‘Respond’ is kept up to date with the progress of each complaint, accurately records details of the complaint, the outcome, and the cost to the business, and includes an accurate complaint report summarising the case.
**The Person**:
A good technical knowledge of all products, including life, pensions and investments as well as knowledge about Trusts and all types of Tax
Excellent verbal skills to communicate confidently, sensitively and in an informed manner.
To prioritise own workload, setting realistic expectations and meeting or exceeding them to ensure company and regulatory deadlines are met.
To demonstrate a flexible approach to work, with the ability to manage and adjust the working day to respond to important, ad-hoc requests, as required.
**The Hours**: Monday to Friday (35 hours per week)
**The Benefits**: Hybrid & Remote working options, 28 days bank holiday + option to buy more + Bank Holidays, 10% pension rising to 12.5% and 15% after length of service, Life Assurance 10 x death in service, Permanent Health Insurance, Health Screening, Private Medical Insurance, Critical Illness cover, Employee Assistant Programme, optional Dental cover, Cycle to work scheme, Discounted Gym Membership, Local Discounts, SmartTech, Share Incentive Plan, SAYE, Training & Exam feed paid, Maternity, Paternity and Adoption - 26 weeks full pay, Up to 25% Company / Personal Performance Bonus.
**Job Types**: Full-time, Permanent
**Benefits**:
- Company pension
- Cycle to work scheme
- Employee discount
- Enhanced maternity leave
- Enhanced paternity leave
- Flexitime
- Free parking
- Gym membership
- Life insurance
- On-site parking
- Private medical insurance
- Sick pay
- Work from home
Schedule:
- Flexitime
- Monday to Friday
Supplemental pay types:
- Performance bonus
Work Location: In person
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