Regulated Complaints Co-ordinator - Cardiff, United Kingdom - Principality

Principality
Principality
Verified Company
Cardiff, United Kingdom

3 weeks ago

Tom O´Connor

Posted by:

Tom O´Connor

beBee Recruiter
Description

The role
Investigate, record and resolve customer complaints in accordance with internal process and external regulatory requirements. Investigate and respond to Financial Ombudsman referrals in a timely manner. Ensure complaint handling delivers fair and consistent outcomes for all customers. Deliver exceptional customer service and experience. Undertake effective root cause analysis on complaints and feedback received to ensure learnings are taken on board and improvements are made to minimise the risk of errors re-occurring


What you'll be doing *:


  • Carry out effective complaint handling on formal customer complaints
  • Provide each customer with a fair outcome and a stand out service and experience
  • Ensure all complaint handling activity is carried out in line with internal/external requirements
  • Ensure complaint records are accurately maintained
  • Carry out effective root cause analysis on complaints received to identify trends in complaint causes and opportunities to improve the way we work
  • Support and provide advice to the wider Society on informal complaint handling queries
  • Build upon and maintain effective relationships with FOS ensuring referrals received are effectively managed and dealt with
  • Keep abreast of operational product and process changes and maintain the required level of regulatory knowledge

Experience you'll bring:


  • Previous customer service/financial service experience
  • Previous complaint handling experience
  • Experience of dealing with the Financial Ombudsman Service (FOS) desirable
  • A good understanding of the regulatory environment

Technical Skills needed *:


  • Competent in the use of MS Office
  • Knowledge of Society systems (CARES, Workflow, DSX, CRM)

Competencies you'll need:


  • Attention to detail
  • Excellent written and oral communication skills
  • Customer focussed
  • Effective problem solving skills
  • Flexible and adaptable to change
  • Strong planning and organisational skills

What we'll do for you:


  • Hybrid/Flexible working pattern.
  • 25 days annual leave (increased 1 day per year of service up to 30 days).
  • Pension contributions matched up to 8%.
  • Variable annual bonus.
  • Preferential staff mortgage / savings rates.
  • Private medical insurance.
  • Critical illness insurance.
  • Life assurance.
- £100 staff savings voucher.

  • Cycle to work scheme.
  • Technology vouchers.
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