Complaint Resolution Specialist
3 weeks ago
Job Summary:
We are seeking a skilled Complaint Handler to join our team at Diligenta. As a Complaint Handler, you will be responsible for investigating complaints, managing conflicts, and maintaining positive relationships with customers and stakeholders.
Key Responsibilities:
- Investigate complaints holistically to make fair and reasonable decisions on complex cases.
- Manage conflicts and maintain positive relationships at all business levels.
- Self-manage complaint workload for various products within regulatory timescales.
- Maintain knowledge of FCA complaint handling rules.
- Interpret FOS decisions, share, and implement lessons learned.
- Listen to and engage with customers to fully understand their concerns.
- Gather evidence from customers and stakeholders to ensure fair and independent decisions, and communicate outcomes clearly.
- Determine appropriate compensation for financial loss and/or trouble and upset payments.
- Quality assure complaint files for compliance with professional and regulatory standards.
- Identify common themes, conduct root cause analysis, and make recommendations to the business.
Requirements:
- Previous customer service experience is required.
- Teamwork - We believe that a great team needs great people who are passionate about helping people and providing great service as one team.
- Listening and communication skills are core to what we do. You will need to be able to communicate complex matters in a simple and supportive way.
- Someone who can quickly understand the customer need and place a real focus on resolving issues and queries effectively and empathetically.
- Good PC skills and knowledge of Microsoft Office (e.g. word, excel) together with attention to detail are essential for these roles.
- Working knowledge of Life and Pensions industry.
About Us:
Diligenta is proud to be the single largest provider of outsourced third-party administration services to the UK Life & Pensions market. Our vision is to be the 'Customer Experience Partner' for our clients and our strategy is to differentiate ourselves in the market by being a truly technology led business with the support of our parent TCS. We impact peoples' lives every day, be it helping pay for a loved one's funeral or providing someone with their pension funds for a happy retirement.
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