Customer Complaints Manager
1 week ago
In this Complaint Resolution Coordinator role, you will play a critical part in ensuring positive customer outcomes are achieved by using a variety of dispute resolution skills. You will work within a tight-knit team to respond to and resolve complaints relating to multiple products, while maintaining accountability for customer care. The ideal candidate will be proactive, analytical, and able to identify ways to improve customer service and complaint handling.
About the Role:
You will capture all details and progress of a complaint, categorising it in accordance with business and FCA standards. You will also develop formal and informal networks throughout the company to facilitate information gathering, and proactively contact investors and manage cases, setting expectations and delivering excellent customer service.
What You'll Need:
To succeed in this role, you'll need good discretion and judgment, a positive, empathetic and professional attitude, and the ability to communicate and translate the technically complex so that it is easily understood. Strong analytical and investigative skills are essential, as well as experience working within an investor/adviser-focused department. Knowledge of HMRC pension rules and SIPP / SSAS / ISA / Wrap platforms is also desirable.
Your Benefits:
In addition to a competitive salary, you'll enjoy a comprehensive benefits package, including a comprehensive benefits package designed to support your financial security, work-life balance, and overall wellbeing. You'll also have access to 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.
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