Complaints Resolution Specialist

4 days ago


Bath, Bath and North East Somerset, United Kingdom M&G plc Full time

About the Role

The M&G Wealth Platform team is seeking a skilled Complaints Resolution Specialist to join our well-established complaints team. As a key member of our team, you will be responsible for managing, investigating, and resolving customer complaints in a fair and timely manner.

Key Responsibilities

  • Ensure that complaints are handled in accordance with internal procedures, meeting company standards and maintaining comprehensive records, in compliance with FCA complaint handling rules and guidelines.
  • Lead by example with inspiration and enthusiasm to achieve business objectives and ensure that complaints are promptly investigated with clear and reasoned recommendations made.
  • Promote a customer-focused environment, delivering first-class customer service encompassing Consumer Duty principles.
  • Provide technical support and advice on products and complaints to the rest of the department and other business units and co-operate with the relevant ombudsman where necessary.

Requirements

  • Experience of complaint handling.
  • Strong communication skills, both written and verbal, and a confident telephone manner.
  • Working knowledge of the FCA complaint handling rules (DISP).
  • PC literate.
  • Highly customer-focused.
  • Ability to organize and prioritize a high workload without supervision.
  • Ability to investigate and resolve problems and present sound, reasoned arguments to support your outcome.
  • Decisiveness.

About M&G plc

M&G plc is a diverse workforce with an inclusive culture, underpinned by our policies and our employee-led networks who provide networking opportunities, advice, and support for the diverse communities our colleagues represent. We welcome those who take part in military service and those returning from career breaks.



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