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Complaints Officer - 6mth FTC/Secondment

eFinancialCareers
Job LocationBath
EducationNot Mentioned
SalaryCompetitive salary
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypePermanent , full-time

Job Description

At M&G our vision is: to become the best loved and most successful savings and investment business and were looking for people who are excited about joining us on our journey. Were digitally transforming and investing heavily in technology and innovation to develop new and improved customer propositions that really raise the bar for our customers.To help us achieve our vision were looking for exceptional people who live our values and behaviours and who can inspire others; embrace change; deliver results and keep it simple. We know that an inclusive environment makes us more accessible and ensures we attract, engage, promote and retain exceptional people. We welcome applications from all individuals regardless of age, gender/gender identity, sexual orientation, ethnicity/nationality,disability, or military service and welcome those who have taken career breaks. We will consider flexible working arrangements or home working arrangements for any of our roles and also offer work place accommodations to ensure you have what you need to effectivelydeliver in your role. What you can expect from us:We are committed to creating an environment where you can be exceptional at all you do. To help us deliver this, we promise to:

  • Challenge Your Limits by creating a stimulating working environment and providing opportunities for you to be involved in meaningful and challenging work
  • Support Your Aspirations with a commitment to learning and development that helps you achieve and build your experience with people who want you to succeed
  • Value Your Input whereby leaders and managers will involve you in key decisions, listen to your thoughts and recognise the important contribution you make
  • Balance Your Life through a work life partnership that focuses on making this an inclusive, diverse and friendly place to work and offers the flexibility and support that enables everyone to be at their best
How do we support our employees: All M&G plc employees will be supported in the workplace through our M&G Employee Assistance Programme (EAP). If you need counselling, confidential financial or legal advice. The service is available 24 hours a day, 365 days a year and offers access to qualifiedprofessionals who can provide specialist information, advice and support on many issues. It offers a broad range of services, including help with family issues, maintaining work/life balance and mental health support. 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 predominantly home based. We are looking for candidates with the following (or applicable) experience: Strong telephony or customer services experience Experience of complaint handling Working knowledge of the FCA complaint handling rules (DISP) or experience within a regulated organisation Financial industry knowledge and/or wrap platform understanding advantageous Takes an interest in the growth of our business at a strategic, corporate level CISI Investment Operations Certificate or CII, CF1, RO1 and FA2 qualifications desirable Exceptional verbal communication skills, ability to demonstrate empathy and tackle challenging conversations Excellent written communication skills Highly customer focused Ability to organise and prioritise high workload without supervision Ability to solve problems and presentation of sound reasoned arguments with decisiveness Key Responsibilities for this role: The Complaints Officer will ensure that complaints are handled in accordance with internal procedures and in compliance with FCA complaint handling rules and guidelines Will undertake timely investigation and resolution of complaints, ensuring cooperation with the relevant Ombudsman where necessary and maintains comprehensive records Deliver a first class customer service encompassing the Treating Customer Fairly principle. Work Level: Colleague Recruiter: Sarah Mathers Closing Date: 20 September 2022 We live by four behaviours at M&G and we ask all our employees to:
  • Inspire Others - Support and encourage each other, creating an environment where everyone can contribute and succeed
  • Embrace Change - Be open to change, willing to be challenged and able to adapt quickly and imaginatively to new ideas
  • Deliver Results - Focus on outcomes, set high standards and deliver with energy and determination
  • Keep it Simple - Cut through complexity and bureaucracy, be clear and decisive and never overcomplicate things

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