Complaint Handler

3 days ago

Edinburgh, United Kingdom Diligenta Full time

**Summary of the role**:
Join Diligenta as a Complaint Handler and become an integral part of our exceptional customer service delivery. Representing our brand, you'll ensure every customer feels relieved or satisfied after investigating their issues. With multiple positions available due to our growing partnership with Standard Life, you'll enjoy flexible working hours with no evening or weekend shifts. Our customers' needs are rapidly evolving and via Consumer Duty the FCA is also raising the bar. The complaint handler role is about listening, responding, identifying customer needs and using your networking skills to reach fair outcomes for our customers.

**Benefits**:

- We offer 31 days holiday (including bank holidays)
- An annual discretionary bonus scheme
- A contributory company pension scheme
- Excellent employee wellbeing and assistance support programmes
- A range of employee discounts saving you money on anything from your weekly food shop to holidays, electrical goods, and financial services
- Personal and career development opportunities to progress your aspirations within the company as well as with our global parent company, TCS (Tata Consultancy Services).

**Key Responsibilities**
- Investigating complaints holistically to make fair, reasonable decisions on complex cases.
- Managing conflicts and maintaining positive relationships at all business levels.
- Self-managing complaint workload for various products within regulatory timescales.
- Maintaining knowledge of FCA complaint handling rules.
- Interpreting FOS decisions, sharing, and implementing lessons learned.
- Listening to and engaging with customers to fully understand their concerns.
- Gathering evidence from customers and stakeholders to ensure fair, independent decisions, and communicating outcomes clearly.
- Determining appropriate compensation for financial loss and/or trouble and upset payments.
- Quality assuring complaint files for compliance with professional and regulatory standards.
- Identifying common themes, conducting root cause analysis, and making recommendations to the business.

**What we're looking for**:

- Previous customer service experience is **required**that is gained within an office based or regulated environment
- **Teamwork -** We believe that a great team needs great people who are passionate about helping people and providing great service as one team.
- **Listening and communication** skills are core to what we do. You will need to be able to communicate complex matters in a simple and supportive way.
- Someone who can quickly understand the customer need and place a real focus on **resolving issues and queries** effectively and empathetically.
- Good PC skills and knowledge of Microsoft Office (e.g. word, excel) together with attention to detail are essential for these roles.
- Working knowledge of Life and Pensions industry

**About us**:
Here at Diligenta, we are proud to be the single largest provider of outsourced third-party administration services to the UK Life & Pensions market and today we service 7 clients and their 18 million customers. Our vision is to be the ‘Customer Experience Partner’ for our clients and our strategy is to differentiate ourselves in the market by being a truly technology led business with the support of our parent TCS. We impact peoples’ lives every day, be it helping pay for a loved one’s funeral or providing someone with their pension funds for a happy retirement.

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