Complaint Resolution Specialist

6 days ago


Swindon, Swindon, United Kingdom Capita Full time
Complaint Handler - Life & Pensions

Capita is seeking a skilled Complaint Handler to join our team in Swindon. As a key member of our Financial Services team, you will be responsible for investigating and resolving customer complaints related to Life and Pensions products.

Key Responsibilities:
  • Investigate customer complaints and provide fair outcomes in line with regulatory requirements.
  • Identify and escalate root cause trends and issues that arise.
  • Determine appropriate redress, including financial loss assessments.
  • Liaise with ombudsman services as necessary.
  • Carry out quality checking within the complaints team.
  • Share knowledge and expertise with other team members to promote a positive and supportive team culture.
  • Process Ombudsman cases in line with procedures and regulatory requirements.
  • Maintain and review local complaints procedure documentation.
  • Design and deliver training for new and existing colleagues.
Requirements:
  • Previous experience within the Financial Services industry, ideally within Life and Pensions.
  • Customer service experience is essential, with a proven track record of resolving customer complaints.
  • The ability to build relationships and rapport with customers, many of whom will be unhappy for various reasons.
  • Able to work under pressure and manage your own workload effectively.
  • Be a team player, working closely with colleagues to ensure the best outcome for our customers.
  • Good problem-solving skills.
What We Offer:
  • A competitive starting salary of up to £24,000 per annum FTE equivalent, dependent on experience.
  • Company-matched pension, life assurance, cycle-to-work scheme, and 15 weeks' fully paid maternity, adoption, and shared parental leave.
  • Voluntary benefits designed to suit your lifestyle, including discounts on retail and socializing, health and wellbeing, travel, and technology.

Capita is an equal opportunities and Disability Confident employer. We're committed to providing an inclusive, barrier-free recruitment process and working environment for everyone. If you need the job description or application form in an alternative format, or if you'd like to discuss other changes or support you might need going forward, please email or call us. For more information about equal opportunities and process adjustments, please visit the Capita Careers website.



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