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Complaints Flow Lead

3 months ago

Edinburgh, United Kingdom Diligenta Full time
Complaints Flow Lead
Who are Diligenta?

Our vision is to be acknowledged as best in-class, platform-based Life and Pensions Administration Service Provider. Customer service is at the heart of everything we do, and our aim is to transform our clients' operations. A business that has been described as 'home' by existing employees, we drive a culture that is founded on positive change and development.
Summary of the role:

The role involves coaching and mentoring Complaint Managers, managing workloads, and serving as the main contact for escalated complaints. You'll help investigate and resolve complaints related to Life, Pensions, and Investment products, ensuring fairness and maintaining service levels. Additionally, you'll handle complex cases, including those involving pension liberation and vulnerable customers.
Benefits:
  • 31 days including Bank Holidays
  • Eligibility for an annual discretionary bonus scheme
  • Personal and career development opportunities to progress your aspirations within the company as well as through our global parent company (Tata Consultancy Services)
  • Access to Perks at Work (an online discounted shopping platform) saving you money on a wide range of goods and services, including your weekly food shop, holidays, and electrical goods.
  • Cycle to Work Scheme & Interest free Season Ticket loans
  • A companywide Wellbeing programme, including an Employee Assistance Programme and other benefits/resources to support your mental/physical and financial wellbeing
  • A comprehensive set of Moments that Matter policies, such as Carer's Leave, Foster Leave and Retirement Leave
  • A contributory company pension scheme where we match your contributions up to 6%, Group Life Assurance ('Death in Service") & Group Income Protection
  • Apply to find out about our other benefits
What you'll be doing?
  • Deliver coaching and training to boost productivity and accuracy, with timely feedback
  • Assist with work allocation to ensure fair distribution of cases and efficient handling of customer complaints
  • Use data to improve processes, customer experience, and service delivery
  • Provide technical support to Complaint Managers on complex cases to ensure fair outcomes
  • Manage your own cases to meet deadlines and maintain fair customer outcomes
  • Investigate and resolve Life, Pensions, and Investment complaints, including complex cases, following all guidelines
  • Advise and coach service areas to help reduce formal complaints
What we're looking for?
  • Strong customer skills, with empathetic communication both over the phone and in writing
  • Previous Complaints experience is essential
  • Quick understanding and application of product and process information
  • Strong problem-solving and decision-making abilities
  • Have prior experience in Financial Services or Life & Pensions industry would be a plus
  • Are able to work effectively under pressure and manage to tight deadlines
  • Confident and professional telephone manner
  • Computer literate in MS Excel and Word skills and appetite to learn and effectively navigate multiple computer systems and other technologies

If you need any help or adjustments for any stage within the recruitment process due to health, disability, or any other reason, please let us know.

Ready to take the next step in your career? Apply today and become part of our innovative team