Complaints and Resolution Expert

5 days ago

London, Greater London, United Kingdom Equiniti Full time
Why Join Our Team?

At Equiniti, we are passionate about delivering exceptional service to our customers. As a Compliance and Resolution Expert, you will play a critical role in ensuring that our customers receive the highest level of service and that their complaints are resolved in a fair and efficient manner.

We are committed to providing a supportive and inclusive working environment, where everyone feels valued and empowered to contribute. Our diverse team is made up of talented individuals from a wide range of backgrounds, and we are always looking for new talent to join us.

Key Responsibilities:

  • Investigate and resolve customer complaints received via multiple channels;
  • Liaise with operational areas and third parties to enable the resolution of customer concerns;
  • Work constructively with colleagues to improve processes and working methods;
  • Maintain an appropriate level of technical knowledge and process knowledge in order to respond to complaints and queries efficiently;
  • Carry out detailed investigations to establish the root cause of the complaints and ensure that any breaches are identified and highlighted to the business area responsible for reporting.

Requirements:

  • A minimum of 2 years' experience working within a FCA regulated complaints environment;
  • Deep understanding of regulators including ICO, FCA, OfCom;
  • Experience in communicating effectively;
  • Confident, flexible, independent, and self-motivated individual;
  • Presentable and articulate with the ability to interact with people at all levels;
  • Able to acquire knowledge swiftly and pass it on as necessary;
  • Able to overcome objections and conflicts, proposing suitable methods of rectification;
  • Dependable and trustworthy;
  • Adept at building strong relationships and integrating into an existing team;
  • Detail-orientated with the ability to work methodically;
  • Able to prioritize tasks and workload to meet tight deadlines in a frequently changing environment;
  • Able to work proactively under your own initiative;
  • Adept at solving problems and possessing strong analytical skills.

Benefits:

  • Save For Your Future - Equiniti Pension Plan; Equiniti matches pension contributions up to 10%
  • All Employee Long Term Incentive Plan (LTIP)
  • Health and Wellbeing - Employee Assistance Programme: counselling, legal & wellbeing support for colleagues and their households. Life assurance cover at 4x salary with the ability to purchase enhance cover;
  • Employee Discounts - Discounts and cashback at high street stores through our EQ Wins Platform;
  • Flexible Benefits - The ability to purchase a wide variety of benefits through our flex plan;
  • Time Off - Typically 28 days holiday + bank holidays. 2 volunteer days to get involved with a charity of your choosing.

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