Complaints Resolution Specialist

6 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 by maintaining a positive and professional approach at all times.
  2. Manage the incoming workload effectively, identifying and logging complaints, and ensuring regulatory letters are issued on time.
  3. Handle incoming calls, answering customer queries or directing calls to the case handler as required.
  4. Issue ad-hoc communications as needed or requested.
  5. Identify complaints that can be resolved at source and contact complainants to reach a satisfactory resolution.
  6. Ensure 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 to achieve shared goals.
  8. Identify trends and escalate via established channels.
  9. Recognize and suggest opportunities for process improvement.
Key Knowledge, Skills & Experience:
  • Experience working in a customer service environment.
  • Strong communication skills, both written and verbal, and a confident telephone manner.
  • Excellent organizational and time-management skills.
  • PC literate.
  • Highly customer-focused.
  • Ability to organize daily workload and change priorities, often at short notice.
  • Ability to investigate and resolve problems and present sound, reasoned arguments to support your outcome.
  • Decisiveness.

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