Consultant (Remote) - Cardiff, United Kingdom - Legal & General

Description

Legal & General are currently looking for a Complaints Consultant to join their Retail & Annuities area, supporting with determining complaint outcomes and communicating this to customers.

For the right candidate, we can offer up to £200 p/d inside of IR35 to join L&G on a 26-week contract.

The team is based out of the L&G office in Cardiff ̧ and whilst office attendance once per week is preferred if possible, we are happy for you to work fully remotely within mainland UK with no requirement to attend the office.

Reporting into the Complaints Manager, you will review the completed investigations of complaints relating to Annuities , determine the outcome and compensation, and communicate this to customers via calls and written letters.

Deliver processes and systems to ensure that complaints are fully investigated and reach a good and compliant outcome in accordance with regulation and ensuring that communication is aligned to L&G's customer experience and in line with Consumer Duty expectations.

# Communicate with customers clearly and in a timely manner to enable them to access the complaints process easily and understand how complaints will be dealt with, the decision reached and the options after the complaint has been concluded.
# Maintain a robust audit trail of the complaint investigation, justification for the decision, and customer contact to be able to provide this evidence to the FOS as required under legislation.
# Deliver a process for the classification of complaints so that root cause analysis can be produced, analysed and acted upon and highlight ideas and recommendations for improving products or processes.
# To ensure offers of redress, compensation and Trouble and Upset are in line with internal standards and FOS guidelines.
# Develop and maintain product, process, and regulatory knowledge in relation to the retirement business. Identify and share best practice from other areas to improve service.

Experience in handling complaints .
If you are the Complaints Consultant we are looking for, then do not delay in applying as we are looking for you to join L&G ASAP