Complaints Resolution Specialist

5 days ago

Glasgow, United Kingdom Greenbean Full time

We are looking for a skilled professional to join our team as a Complaints Resolution Specialist at Greenbean. This role is key in supporting the service excellence objectives to ensure positive customer outcomes by using a variety of dispute resolution skills.

This position involves working within a tight-knit team to respond to and resolve complaints relating to multiple products. As a Complaints Resolution Specialist, you will be accountable for customer care while investigating internally identified (and potential) errors that pose risk to the company.

The role also gives you the opportunity to interact and build relationships with other departments. Our comprehensive benefits package is designed to support your financial security, work-life balance, and overall wellbeing.

  • Financial Security: Competitive salary with annual reviews, 10% non-contributory employer pension, annual performance-linked bonus, group income protection, and life assurance.
  • Work-Life Balance: Potential for hybrid working opportunities, 25 days holiday plus bank holidays, increased holidays with length of service, and a holiday trading scheme.
  • Wellbeing: Private medical insurance, pantry stocked with free food and snacks, discounted gym memberships, cycle-to-work scheme, employee assistance programme with confidential counselling, and support from trained mental health first aiders and menopause ambassadors.

Main Responsibilities:

  • Handling complaints and price comparison cases to agreed standards, in compliance with the Code of Conduct
  • Using detailed knowledge and investigative skills to fully explore cases, providing expert advice when resolving complaints
  • Developing formal and informal networks throughout the company to facilitate information gathering
  • Proactively contacting investors and managing cases, setting expectations and delivering excellent customer service
  • Capturing all details and progress of a complaint, categorising it in accordance with business and FCA standards
  • Identifying ways to improve customer service and complaint handling, sharing specialist knowledge

What we are looking for:

  • Good discretion and judgment when dealing with a wide range of situations
  • A positive, empathetic and professional attitude
  • The ability to communicate and translate the technically complex so that it is easily understood
  • Confidence to use your own initiative and problem-solving skills
  • The ability to establish and maintain relationships with investors, advisors, and the Ombudsman
  • To be inquisitive and challenge existing protocols and procedures to ensure they remain fit for purpose
  • Ability to influence and negotiate effectively
  • Strong analytical and investigative skills
  • Experience working within an investor/adviser-focused department
  • Knowledge of HMRC pension rules and SIPP / SSAS / ISA / Wrap platforms

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