Complaints Resolution Specialist
4 days ago
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.
To succeed in this post, you will need to be highly organized, proactive, and assertive. You should have the ability to manage and prioritize your workload independently and take ownership and responsibility of it. The nature of the industry and role is one that is fast-paced and dynamic, therefore, we are looking for an individual with the ability to meet tight deadlines, multi-task, and adapt to change quickly. You will also possess excellent written skills and high attention to detail.
We are seeking someone who has a positive and professional attitude with the ability to build strong internal and external relationships. The candidate should have excellent demonstrable customer service skills. Having previous experience of working within a complaints/remediation environment is essential. Strong IT skills and proficiency in using Microsoft packages is also essential.
Core BenefitsWe offer a range of benefits, including:
- 26 days holiday
- Quilter Incentive Scheme: All employees are eligible to participate in our incentive scheme, based on the company's performance and their contribution to it
- Pension Scheme: 10% non-contributory company pension scheme that can be boosted through personal contributions
- Benefit Allowance: A cash benefit allowance is payable in lieu of some of our core benefits.
In addition to our core benefits, we offer a range of flexible benefits that you can choose from and pay for conveniently via a salary deduction.
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