Senior Complaints Associate

2 weeks ago

Leeds, United Kingdom LINK GROUP Full time

The role of the Senior Complaints Associate is based within the Leeds Customer Resolution team, dedicated to supporting the business in providing service excellence to all of our Transfer Agency Clients.
A key aspect of this role is to ensure that the Customer Resolution (CRT) team deliver and maintain a high quality, accurate and outstanding customer service to the business, client and shareholder at all times.This Senior role will be responsible for theday-to-day technical referrals in the team and provide the daily resource movement of cases ensuring they are providing quality complaint resolutions and meeting/exceeding SLA’s. To become an expert in the handling of complaints and to act as SME, Triage andliaison between operational areas and compliance.
The customer resolutions team are responsible for all aspects of contact with clients and service excellence and maintaining strong links with other operational areas to find the best resolution to customer dissatisfaction and complaint.
**What you’ll be doing**:

- Maintain industry knowledge
- Be the main and most experienced point of technical referral on complaints
- Identify and implement best practice for complaint handling
- Resolve high profile complaints ensuring a good audit trail of your work and findings
- Escalate issues with complex complaints in a timely manner and to the appropriate counterparties
- Support the production of meaningful and insightful Management Information and Compliant Root Cause information
- Be able to effectively discuss MI and Root Cause
- Be able to influence people at all levels in other operation areas to support effective complaint resolution
- Represent self and team with professional standards to peers, senior leaders and internal and external clients
- Articulate and support the strategic direction of travel for the business
- Have the ability to effectively resolve and resourcing issues and come up with any tactics to move work at a quicker pace
- Ensure there are clear Events documents for easy understanding on complex complaints
- Reduce complaints through continuous improvement by providing relevant feedback to business areas
- Meet and exceed any personal targets set
- Plan for and manage complaint volumes
- Escalate issues to the Customer Resolutions Manager
- Sample the quality of the service offered by other departments
- Keep up to date with all relevant information and changes
- Identify and implement best practice for complaint handling
- Resolve high profile complaints
- Understand team resourcing and work flows at any given point
- Have a good understanding of like themes of work in the “complaints pot”
- Ensure there is an effective “Triage” process in place
- Represent and deputise for line manager
- Team Referrals and Coaching
- Provide meaningful and insightful feedback
- Conduct team meetings or cascade information to the team in other ways
- Support development needs of junior members of the team in wider CSC business unit
- Act as a strong and influential deputy for the Complaints Manager
- Remain focussed and on track with own development and learning
- Comply with Link’s ‘Treating Customers Fairly’ policy at all times
- Work alongside Compliance on complex referrals and ensure referrals are structured and relevant
- Adhere to the relevant regulatory and legal guidelines

**What we’re looking for**:
IOC Investment Operational Certificate (3 modules or working a significant w...

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