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Complaints Resolution Specialist

2 months ago

Barnsley, Barnsley, United Kingdom South Yorkshire Pension Authority Full time
About the Role

We are seeking a highly skilled Complaints Resolution Officer to join our Technical Support and Training team at South Yorkshire Pension Authority. As a key member of our team, you will be responsible for managing a caseload of complex complaints from Fund members and handling Statutory, Corporate and Ombudsman complaints across the authority.

Key Responsibilities
  • Complaint Handling: Communicate directly with members of the Fund who have made complaints while demonstrating excellent interpersonal skills. At all times, you will need a sympathetic yet objective approach.
  • Advice and Support: Provide advice and support to colleagues in all service areas regarding our complaints procedures.
  • Quality Assurance: Review and quality assure responses to complaints that colleagues have drafted. You will therefore need to establish supportive working relationships quickly with colleagues across all service areas.
  • Complaint Monitoring: Record, monitor and report on the progress of complaints and compliance with statutory and corporate procedures as required.
  • Complaint Assessment: Assess the most appropriate complaints process for individual cases to be progressed; where there is ambiguity, present reasoned options to the Technical & Training Service Manager.
  • Complaint Resolution: Ensure complainants and colleagues follow the appropriate complaints procedure within relevant timescales whilst promoting a positive culture of learning from complaints.
Requirements
  • Excellent Communication Skills: You will be an excellent communicator, able to communicate complex information in a clear and concise manner.
  • Attention to Detail: You will have exceptional attention to detail, ensuring that all complaints are handled thoroughly and efficiently.
  • Customer Focus: You will be customer-focused, able to work well under pressure and deal with people who are dissatisfied.
  • Complaints Handling Experience: Proven experience of dealing with complaints is essential for this role, particularly within the Statutory/Corporate/Ombudsman remit.
What We Offer
  • Generous Annual Leave Policy: We offer a generous annual leave policy, with between 28 days and 36 days annual leave depending on length of service, plus all statutory bank holidays.
  • Flexible Working Hours: We have a Flexible Working Hours policy (Flexitime) which allows you to work your contracted hours to suit both you and the team that you are working in.
  • Hybrid Working: We offer hybrid working enabling you to work from home for up to 3 days per week, subject to successful progress during probationary period.
  • LGPS Pension Scheme: You'll automatically be enrolled into the LGPS (Local Government Pension Scheme) which provides a salary-related pension, to which the employer contributes.
  • Wellbeing Initiatives: We offer a range of wellbeing initiatives, including regular webinars on health & wellbeing, fresh fruit, tea, coffee, and employer provided flu vaccination vouchers each year.
  • Access to Benefits: We also offer access to a range of benefits and discounts through the Wider Wallet scheme.