Complaints Resolution Specialist

3 days ago

Bath, Bath and North East Somerset, United Kingdom ENGINEERINGUK Full time
Complaints Administrator Job Description

We are seeking a skilled Complaints Administrator to join our M&G Wealth Platform Complaints team in Bath, Stirling, or Edinburgh. As a Complaints Administrator, you will play a crucial role in identifying and logging complaints, ensuring regulatory letters are issued accurately and on time, and managing incoming mail and calls efficiently.

Key Responsibilities:
  1. Deliver Exceptional Customer Service: Maintain a positive and professional approach at all times to ensure exceptional customer service.
  2. Manage Incoming Workload: Identify and log complaints, and ensure that all regulatory letters are issued on time.
  3. Handle Incoming Calls: Answer customer queries or direct calls to the case handler as required.
  4. Issue Ad-Hoc Communications: Issue communications as needed or requested.
  5. Resolve Complaints at Source: Identify complaints that can be resolved at source and contact complainants to reach a satisfactory resolution.
  6. Work with Other Areas of the Business: Ensure that all complaints are correctly identified and work with other areas of the business to hand off non-complaints promptly.
  7. Work as Part of a Team: Collaborate with the team to achieve shared goals.
  8. Identify Trends and Escalate: Identify certain trends and escalate via established channels.
  9. Suggest Process Improvements: Recognize and suggest opportunities for process improvement by observation.
Key Knowledge, Skills & Experience:
  • Customer Service Experience: Experience of working in a customer service environment.
  • Strong Communication Skills: Strong communication skills, both written and verbal, and a confident telephone manner.
  • Organisational and Time-Management Skills: Excellent organisational and time-management skills.
  • PC Literate: PC literate.
  • Customer Focus: Highly customer-focused.
  • Ability to Organise Daily Workload: Ability to organise daily workload and change priorities, often at short notice.
  • Problem-Solving Skills: Ability to investigate and resolve problems and present sound reasoned arguments to support your outcome.
  • Decisiveness: Decisiveness.

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.

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