Complaints Officer

4 weeks ago

Edinburgh, 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.

We have an exciting opportunity for a Complaints Officer to join our M&G Wealth Platform Complaints team in Bath, Stirling or Edinburgh. We will consider flexible working arrangements and frequent homeworking, and this is a permanent role.

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.

There has never been a more exciting time to join Platform Complaints, where the right candidate will thrive in a climate of fast-paced business and regulatory change. We are looking for a natural problem solver and for you to be customer-centric by nature.

The Role

The Wealth Platform team at M&G are looking for a customer focused individual to join our well established complaints team. The ideal candidate can identify where a customer or client has not experienced the best possible service, builds immediate rapport, takes ownership for making amends and creates future advocacy by making things right swiftly and fairly.

This role can be based in proximity to one of our offices in Edinburgh, Stirling or Bath but can be hybrid/home based with 3 days per week in the office.

Key Work Level Accountabilities:
• Accountable for providing a quality service or product to customers and stakeholders, using skills/experience built through significant practical experience or training
• Works within established frameworks and procedures, with the freedom to interpret them to solve a range of problems
• Delivers outputs that are clearly defined, using discretion over how to achieve them
• Makes suggestions for improvements to the work of the team, based on previous experience and knowledge of similar situations

Key Knowledge, Skills & Experience:
• Experience of complaint handling

• Strong communication skills, both written and verbal, and a confident telephone manner
• Working knowledge of the FCA complaint handling rules (DISP)
• PC literate
• Highly customer focused
• Ability to organise and prioritise high workload without supervision
• Ability to investigate and resolve problems and present sound reasoned arguments to support your outcome
• Decisiveness

Key Responsibilities for this role:

• Ensures that complaints are handled in accordance with internal procedures, meeting company standards and maintaining comprehensive records, in compliance with FCA complaint handling rules and guidelines
• Leads by example with inspiration and enthusiasm to achieve business objectives and ensures that complaints are promptly investigated with clear and reasoned recommendations made.

• Promotes a customer focused environment, delivering first class customer service encompassing Consumer Duty principles.
• Provides technical support and advice on products and complaints to the rest of the department and other business units and co-operates with the relevant ombudsman where necessary.


Work Level: Experienced Colleague

Recruiter: Sarah Mathers

Closing Date: 4 June 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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