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    Complaints case manager - England, United Kingdom - Pure Resourcing Solutions Limited

    Pure Resourcing Solutions Limited
    Pure Resourcing Solutions Limited England, United Kingdom

    2 weeks ago

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    Description

    Compliant Case Manager Monday-Friday 9am-5:30pm (Fridays 5pm) £25,000-£30,000pa 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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