Complaint Handler

2 months ago

Stirling, United Kingdom Diligenta Full time

Complaint Handler - Stirling

At Diligenta, providing an excellent customer experience is at the heart of everything we do so you will not be surprised to know we also believe in providing an excellent employee experience is just as important too.

As part of the UKs leading Life and Pensions service provider, Diligenta offer a rewarding role supporting the varied customer needs of our client M&G plc, full training from day one, a competitive benefits package and an opportunity to reach your personal and career aspirations and study for financial services qualifications.

If you are looking for an opportunity to start or build on a career within the Finance industry, or maybe want to get back into the workplace after some time out or maybe just want to be part of a great group of likeminded people who are passionate about excellent customer service and have experience in going that 'extra-mile' for a customer to deliver an exceptional service, then we would love to hear from you.

Our aim is to transform our clients' operations and be acknowledged as the Best in-class Platform based Life and Pensions Administration Service provider. The Diligenta culture is founded on positive change and development and our employees often describe Diligenta as feeling like 'home'.

Summary of the role:

  • Financial Services OR complaint handling experience is required
  • Up to £28,000 per year
  • Working hours are 37.5 hours per week, Monday to Friday between 8am and 6pm so no evening or weekends that would impact your family and social lives
  • The role is located at the new and modern office in Kildean Business Park. We offer free on-site parking with a free regular bus services to and from our site, including a free shuttle bus from Stirling station so getting there could not be easier and will not cost you the earth.
  • A hybrid working arrangement is available once fully trained and accredited. The length of this training will depend on your ability to pick up the role and start to work independently.

Benefits:

  • We offer 31 days holiday (including bank holidays)
  • Eligibility for a discretionary bonus
  • Access to our contributory pension scheme
  • Support for financial services qualifications
  • An expansive employee discount site saving you money on anything from your weekly food shop, to holidays, electrical goods and financial services, amongst many other great employee benefits.
  • Excellent employee wellbeing and assistance support programmes

What you'll be doing:

Sometimes things don't go as people expect and when that happens, we need compassionate and caring people like you who can work closely with the customer to resolve their complaints and queries in the right way and bring about the right resolution, normally at a time in their lives when they need it the most.

Work could be phone, letter or email based depending on the best way to resolve each individual issue. We pride ourselves in delivering exceptional service and ensuring our customers feel satisfied, so being able to turn a negative experience in to a positive one is at the heart of this role.

What we're looking for:

  • Financial Services OR complaint handling experience
  • You will need to have a real passion for helping people and being from a financial services, complaints handling background, having investigatory skills and/or customer journey experience is an advantage
  • A good basic knowledge of Microsoft Office (e.g. word, excel) and computer competency is essential to the role.

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