Complaints Resolution Specialist

2 months ago


Southampton, Southampton, United Kingdom Quilter Full time
About the Role

We are seeking a highly organized and proactive Complaints Administrator to join our experienced and knowledgeable complaints team at Quilter. As a key member of our team, you will be responsible for providing a dedicated service to both our adviser/firms and end customers alike, ensuring that all reviews are handled in confidence, fairly, consistently, and resolved to the customer's satisfaction at the earliest opportunity.

Key Responsibilities
  • Log all expressions of dissatisfaction within a timely manner, adhering to both internal SLAs and regulatory timescales.
  • Liaise with all stakeholders, Legal entities, and Regulators.
  • Manage a variety of tasks and responsibilities, dealing with multiple cases at a time.
  • Ensure full adherence to all the requirements of DISP Resolution (ref: FCA Handbook).
  • Compile written responses that are grammatically correct and free from industry jargon.
  • Manage pressure, remaining focused and calm, particularly when dealing with our advisers and end-customers.
  • Demonstrate flexibility, prioritize workloads, and work on your own initiative.
About You

We are looking for an individual with excellent organizational skills, confident communication skills, and the ability to work independently. You should have a positive and professional attitude, with the ability to build strong internal and external relationships. Previous experience of working within a complaints/remediation environment is essential. Strong IT skills and proficiency in using Microsoft packages are also required.

What We Offer

As a Complaints Administrator at Quilter, you will enjoy a range of benefits, including 26 days' holiday, the Quilter Incentive Scheme, a 10% non-contributory company pension scheme, and a cash benefit allowance. In addition, you will have access to a range of flexible benefits that you can choose from and pay for conveniently via a salary deduction.



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