Complaint Handler

3 weeks ago

Stirling, United Kingdom M&G Full time

We will consider flexible working arrangements for any of our roles and also offer work place accommodations to ensure you have what you need to effectively deliver in your role.


The Role:


An exciting opportunity has arisen for a Complaint Handler to join our Complaint Resolution Team within M&G Wealth. In this role you will manage, investigate and resolve customer complaints, both written and over the phone. The ability to identify root cause and trends, and being able to work with other areas of the business in preventing future complaints is essential.

Key Responsibilities:


• Deliver exceptional Customer Service
• Provide a prompt and professional response at all times while bringing the complaint to a close within the agreed timescales
• Manage your own workload effectively
• Work as part of a team to achieve shared goals
• Identify root causes, trends and issues that arise by process, product or complaint type and work with the wider business to influence reduction in complaint volumes
• Recognise opportunities for process improvement


There has never been a more exciting time to join Complaint Resolution, where the right candidate will thrive in a climate of fast-paced business and regulatory change. A natural problem solver and customer-centric by nature, you should also have knowledge of the following:
 

You will have:
• Customer Service and complaint handling experience within a Financial Services environment
• Excellent communication skills – verbal and written
• Investigative and analytical skills
• Knowledge of Quality Assurance process and techniques
• An empathetic nature with the desire to reach the fairest outcome for the Customer
Desirable not essential:
• Knowledge of M&G or similar Retirement Account products

Job Level: Experienced Colleague

Closing Date: 24 May 2024

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 or disability we are looking to attract, promote and retain exceptional people. We also welcome those who take part in military service and those returning from career breaks.

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