Jobs

    Complaints Case Manager - Ipswich, United Kingdom - Pure Resourcing Solutions Limited

    Pure Resourcing Solutions Limited
    Pure Resourcing Solutions Limited Ipswich, United Kingdom

    Found in: Click to Hired UK C2 - 6 days ago

    Default job background
    Permanent, Full time
    Description
    Compliant Case Manager

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

    £25,000-£29,000pa

    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.

    You'll enjoy taking the opportunity to showcase our first-class service and give our customers and advisers a positive experience to share with their friends and colleagues.

    This role will also give you the opportunity to interact with and build strong relationships with other departments.

    Key Responsibilities

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

    Using detailed knowledge and investigative skills to fully explore cases.
    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.


    Key Skills

    Experience of writing customer complaint response letters
    Good discretion and judgment, when dealing with a wide range of situations
    The ability to communicate and translate the technically complex so that it is easily understood, both verbally and written
    Confidence to use your own initiative and problem-solving skills.
    Ability to prioritise and remain agile with conflicting work demands.
    A positive, empathetic, and professional attitude
    The ability to establish and maintain relationships with investors, advisors, and the Ombudsman.
    To be inquisitive and challenge existing protocols and procedures to ensure they remain fit for purpose.
    Ability to influence and negotiate effectively, at all levels.
    Strong analytical and investigative skills

    The ability to think broadly and intuitively in terms of what is the fair and reasonable course of action for an investor.

    Experience of working within an investor/adviser-focused department
    Strong knowledge of HMRC pension rules and SIPP / SSAS / ISA / Wrap platforms
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