Complaint Handler

Job Description

We are an inclusive employer whose people work collaboratively. We encourage, support and value the various talents and perspectives of our people and promote a flexible and blended work environment where our people can thrive and their wellbeing is supported.We know that diversity drives better client outcomes, continuous improvement, and growth. Be part of our company and together we will achieve our full potential. We treat all individuals fairly and equitably and do not discriminate on the basis of diversecharacteristics including, but not limited to gender, gender identity, sexual orientation, age, ethnicity, cultural background, physical abilities/disabilities, religious or political belief, marital or family status or carers responsibilities. Candidatesmust have the relevant work rights to be considered for an opportunity at this company. Successful applicants will be required to complete background screening prior to commencement of employment.OverviewWere looking for a Complaint Handler to join the Leeds based Business Quality Assurance Team. The team are responsible for the resolution of complaints and fraud investigations. They use various mediums of correspondence, work closely withother parts of the Link Group business and provide the highest level of customer service to clients, Shareholders and the business.What youll be doing: Ensuring complaints are responded to within the relevant timescales and that replies are consistent across all operational departments Ensuring complaint responses are factually correct, completed in accordance with set SLAs and procedures and maintain registrar standards Immediately highlighting any contentious or complex issues, whilst ensuring you comply with the Link Treating Customers Fairly (TCF) policy at all times Completing incident reports, analysing complaints and preparing Management Information Identifying trends and/or training needs and escalating through the correct channels Supporting and assisting members of the team and other business areas as necessary Providing information to clients on financial instruments, investment services and/or ancillary servicesWhat were looking for: A professional, hard-working and empathetic individual with the drive and desire to do a great job Great knowledge of Microsoft Excel, Outlook and Word Excellent verbal and written communication skills with the ability to communicate professionally with internal colleagues and external Stakeholders and clients The ability to pick up the telephone and talk to people A team player who can manage their own work, whilst willing to help the team when required Exceptional organisational skills with the ability to manage your workload to enable you to meet strict deadlines FCA experience and awareness, or registrar, stocks and shares or brokerage experience would be advantageous, but is not necessaryAbout Link Group / Corporate Markets:Link Group works in partnership internationally with almost 7,000 clients including asset managers and investors, business managers, asset owners, trustees, issuers and borrowers. We provide the infrastructure through which assets are secured or deployed inboth regulated and unregulated markets.We offer industry-leading shareholder services through Link Market Services to a wide range of corporates, issuers and business managers. We are the largest UK share registrar providing services to more than 1,300 companies large and small across the UK.We administer share plans for over 200 clients and have worked on more than 50% of UK IPOs since 2005. Our unique place in the market, combined with our partnership and relationship management approach, enables us to play a vital role in connecting issuerswith 5 million shareholders around the world.Whats in it for you A competitive basic salary plus benefits. 23 days holiday to start, (rising to 25) plus Bank Holidays, with the opportunity to buy extra leave. Company matched pension scheme, life assurance, a cycle2work scheme, fully paid maternity, adoption and shared parental leave, paternity pay of two weeksand plenty more. Voluntary benefits designed to suit your lifestylefrom discounts on retail and socialising, to health & wellbeing, travel and technology. There could be the possibility of flexible working options Youll get the chance to follow your chosen career path anywhere in Link Group. Youll be joining a network of 7,000 experienced, innovative and dedicated individuals across multiple teams and countries. There are countless opportunities to learn new skillsand develop in your career and well provide the support you need to do just that.What we hope youll do next:Choose Apply now to fill out our short application, so that we can find out more about you.Were an equal opportunity employer, which means well consider all suitably qualified applicants regardless of gender identity or expression, ethnic origin, nationality, religion or beliefs, age, sexual orientation, disability status or any other protectedcharacteristic. We recruit and develop our people based on merit and their passion and were committed to creating an inclusive environment for all employees.Candidates must have the relevant work rights to be considered for an opportunity at Link Group. Successful applicants will be required to complete background screening prior to commencement of employment.