Customer Complaints Specialist
4 weeks ago
Customer Complaints Specialist Starting at £25,000 per year
Monday to Friday, Flexible between, 8am - 6pm
35 hours per week
Summary of the role:
Join Diligenta as a Customer Complaints Specialist and play a crucial role in our outstanding customer service delivery. As a representative of our brand, your goal will be to ensure that every customer feels heard and valued after addressing their concerns. With several openings available due to our expanding collaboration, you will benefit from flexible working hours without evening or weekend commitments. Our customers' expectations are evolving rapidly, and through Consumer Duty, the regulatory body is setting higher standards. The role focuses on listening, responding, identifying customer needs, and utilizing your networking abilities to achieve fair resolutions for our clients. Benefits:
- We provide 31 days of leave (including public holidays)
- An annual discretionary bonus program
- A contributory pension plan
- Comprehensive employee wellbeing and support programs
- A variety of employee discounts that help you save on everyday expenses
- Opportunities for personal and professional growth within the company and our global parent organization.
- Conducting thorough investigations of complaints to make fair and reasonable decisions on complex issues.
- Managing disputes while fostering positive relationships across all business levels.
- Independently managing a diverse complaint workload within regulatory timelines.
- Keeping updated on regulatory complaint handling guidelines.
- Analyzing decisions from the ombudsman, sharing insights, and implementing lessons learned.
- Engaging with customers to fully comprehend their concerns.
- Collecting evidence from customers and stakeholders to ensure impartial decisions and clearly communicating outcomes.
- Assessing appropriate compensation for financial losses and emotional distress.
- Ensuring compliance of complaint files with professional and regulatory standards.
- Identifying recurring issues, performing root cause analysis, and providing recommendations to the organization.
- Previous experience in customer service is essential and should be gained in an office-based or regulated setting.
- Teamwork - We believe that a successful team is built on passionate individuals dedicated to helping others and delivering exceptional service.
- Listening and communication skills are fundamental to our operations. You must be able to convey complex matters in a straightforward and supportive manner.
- A person who can quickly grasp customer needs and focus on effectively and empathetically resolving issues .
- Proficient PC skills and familiarity with Microsoft Office (e.g., Word, Excel) along with attention to detail are vital for these positions.
- Basic understanding of the Life and Pensions sector.
At Diligenta, we take pride in being the largest provider of outsourced third-party administration services in the UK Life & Pensions market, serving multiple clients and millions of customers. Our vision is to be the 'Customer Experience Partner' for our clients, and our strategy is to stand out in the market by being a truly technology-driven organization. We positively impact lives daily, whether by assisting with funeral expenses or providing pension funds for a fulfilling retirement. Join Diligenta and make a difference.
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