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    Care and Wellbeing Manager - Ipswich, Suffolk, United Kingdom - Pure Resourcing Limited

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    Description
    Monday-Friday 9am-5:30pm (Fridays 5pm)

    £We're looking for a Case Manager to join our Client Relations team on a permanent basis. This varied role is critical in supporting our Service Excellence objectives by using a variety of dispute resolution skills and risk management techniques to ultimately ensure positive customer outcomes are achieved.

    You'll work as part of a tight-knit team to respond and resolve complex and/or regulatory complaints relating to multiple products.

    Case Managers are also responsible for investigating internally identified (and potential) errors that pose a financial or reputational risk for the company, whilst remaining accountable for customer and advisor care.

    Handling complaint and price comparison cases to agreed standards and in compliance with the Code of Conduct at all times.

    Developing formal and informal networks throughout the company to facilitate information gathering.
    Providing expert advice when resolving complaints
    Proactively contacting investors and managing cases, setting expectations, and delivering excellent customer service throughout
    Capturing all details and progress of a complaint, categorising it in accordance with business and FCA standards

    Identifying ways to improve customer service and complaint handling, sharing specialist knowledge, and transferring skills as appropriate within the business with a view to educating and enabling colleagues to identify and pre-empt potential complaints.

    Experience of writing customer complaint response letters

    Ability to prioritise and remain agile with conflicting work demands.
    Strong knowledge of HMRC pension rules and SIPP / SSAS / ISA / Wrap platforms
    #


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