Customer Service Agent - Complaints

Job Description

Business Function / Department: Compliance / ComplaintsJob Title: Customer Resolution AgentReporting to (Job Title): Complaints ManagerDate: 06/12/2022Equiniti is a leading international provider of shareholder, pension, remediation, and credit technology. With over 5,700 employees, it supports 37 million people in 120 countries. EQs purpose is to care for every customer and simplify every transaction,delivered with less of an impact on the environment.EQs vision is to be the leading global share registrar, offering complementary services to its client base andour values set the core foundations to our success. We are TRUSTED to deliver on our requirements, COMMERCIAL in building long term value, COLLABORATIVE in our approach and we IMPROVE by continually enhancing our skills and services. There has been no better time to join EQ..Role Summary The Complaints Team has responsibility for dealing with FCA regulated, non -regulated, standard and complex complaints across the range of Homes England help-to-buy products. This includes responding to complaints in accordance with the regulatory timeframesmandated by the FCA. You will be responsible for the timely investigation, review and response of complaints.Core Duties/Responsibilities

• Investigate and resolve customer complaints received via multiple channels;
• Liaise with operational areas and third parties to enable the resolution of customer concerns;
• Work constructively with colleagues to improve processes and working methods;
• Maintain an appropriate level of technical knowledge and process knowledge in order to respond to complaints and queries efficiently;
• Maintain accurate central data base log of all complaint activity and accurately update the complaint management system;
• Carry out detailed investigation to establish the root cause of the complaint and ensure that any breaches are identified and highlighted to the business area responsible for reporting;
• Meet individual customer needs and liaise with them via their preferred method (telephone, e-mail, letter) to regularly update them on their complaint progress, resolving their complaint effectively and efficiently whilst reaching a fair outcome and adheringto TCF;
• Working within strict procedural and regulatory guidelines.

Skills, Capabilities and Attributes The successful candidate will demonstrate the following experience, skills and behaviours:

• A minimum of 2 years experience, working within a FCA regulated complaints environment;
• Deep understanding of the regulators including ICO, FCA. OfCom;
• Experience in communicating effectively
• Must be confident, flexible, independent and self-motivated.
• Presentable and articulate with the ability to interact with people at all levels;
• A fast learner with the ability to acquire knowledge swiftly, work with the knowledge and pass it on as necessary;
• Able to overcome objections and conflicts, proposing suitable methods of rectification;
• Dependable and trustworthy;
• Adept at building strong relationships, with the ability to ingrate into an existing team;
• Detail orientated with the ability to work methodically;
• Able to prioritize tasks and workload to meet tight deadlines in a frequently changing environment;
• Able to work proactively under your own initiative;
• Adept at solving problems and possess strong analytical skills

What We Offer (UK ONLY)Save for your Future - Equiniti Pension Plan; Equiniti matches your pension contributions up to 10%All Employee Long Term Incentive Plan (LTIP) - Gives all EQ Colleagues the opportunity to benefit if the current owners successfully sell the company for a profit.Health and Wellbeing - Employee Assistance Programme: counselling, legal & wellbeing support for all colleagues and their households. Life assurance cover at 4x salary with the ability to purchase enhance cover.Employee discounts - Discounts and cashback at your favourite high street stores through our EQ Wins Platform.Flexible Benefits - The ability to purchase a wide variety of benefits through our flex plan; wine club, Apple gadgets, travel insurance, will writing, holiday trading and more.Time Off - Typically 28 days holiday + bank holidays. 2 volunteer days to get involved with a charity of your choosing.Winning together - Equiniti ICON award vouchers; recognising the individuals going above and beyond to help the business succeed.