Complaints Resolution Specialist

1 week ago

Bath, Bath and North East Somerset, United Kingdom M&G plc. Full time
About the Role

We are seeking a skilled Complaints Administrator to join our M&G Wealth Platform Complaints team in Bath, Stirling, or Edinburgh. As a key member of our team, you will play a vital role in ensuring that customer complaints are handled efficiently and effectively.

Key Responsibilities
  • Deliver exceptional customer service by maintaining a positive and professional approach at all times
  • Manage the incoming workload effectively, identifying and logging complaints and ensuring that all regulatory letters are issued on time
  • Handle incoming calls, answering customer queries or directing the calls to the case handler as required
  • Issue ad-hoc communications as needed or requested
  • Identify complaints that can be resolved "at source" and contact complainants with a view to reaching a satisfactory resolution
  • Ensure that all complaints are correctly identified and work with other areas of the business to ensure that non-complaints are handed off promptly
  • Work as part of a team to achieve shared goals
  • Identify certain trends and escalate via established channels
  • By observation, recognise and suggest opportunities for process improvement
Requirements
  • Experience of working in a customer service environment
  • Strong communication skills, both written and verbal, and a confident telephone manner
  • Excellent organisational and time-management skills
  • PC literate
  • Highly customer focused
  • Able to organise daily workload and change priorities, often at short notice
  • Able to investigate and resolve problems and present sound reasoned arguments to support your outcome
  • Decisiveness
About M&G plc

We have a diverse workforce and an inclusive culture at M&G plc, underpinned by our policies and our employee-led networks who provide networking opportunities, advice, and support for the diverse communities our colleagues represent. Regardless of gender, ethnicity, age, sexual orientation, nationality, disability, or long-term condition, we are looking to attract, promote, and retain exceptional people. We also welcome those who take part in military service and those returning from career breaks.

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