Remediation Consultant - Edinburgh, United Kingdom - Phoenix Group

Phoenix Group

Verified Company

Edinburgh, United Kingdom

3 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Career Family, Level & Title:
Audit, Compliance & Risk-SPTL-UK

Job Type:
Permanent

Salary:
Upto £26k plus bonus, 38 days holiday, generous pension, private medical cover and lots more

We have an incredible opportunity to join us here at Phoenix Group as a
Remediation Consultant to join our Customer Incident Management Remediation team.

**Who are we?
**We want to be the best place that any of our colleagues have ever worked.

We are the UK's largest long-term savings and retirement business with c.13 million customers and c.£300 billion of assets under administration.

As a market leader and FTSE100 organisation, we understand that our scale and expertise means that we have a key role to play for our customers, colleagues and our communities to help as many people as possible secure a life of possibilities.

We are tackling key environmental and social issues such as transitioning our portfolio to net zero by but we're not done yet.

We've seen huge growth and change, and this means there is enormous opportunity for our 7,000 colleagues to grow alongside us.

**Flexible working

We believe that work/life balance offers benefits for customers as well as ensuring that you can balance a successful career with your life outside of work.

We will discuss flexibility, what is important to you and balancing this with business requirements during the recruitment process.

**We want to hire the whole version of you.
**We are committed to ensuring that everyone feels accepted and safe at work, and are proud to be an equal opportunity employer. Everyone is valued at Phoenix regardless of age, gender identity, neurodiversity, race, disability, sexual orientation, religion, ethnicity, socioeconomic background or anything else. Whether it's joining one of our internal employee networks, being an ally, taking positive action or simply being there to listen, everyone at Phoenix is valued and respected. If you need any help or adjustments to the recruitment process due to health, disability or anything else, please let us know so we can help you to be the best version of yourself

**The role
**Our Customer Incident Management Team manages new high risk and in transit large customer incidents following robust processes and governance structure. Keeping the customer at the heart of everything you do, you'll provide support & analysis on remediation execution as part of the customer incident process. You'll need to be adaptable, and have the ability to learn and understand the administration processes for different products. You'll perform calculations on customer redress, arrange payments, update systems and implement appropriate actions to put customers back into the correct position. Using your outstanding communication skills, you'll be responsible for writing to and speaking to impacted customers and third parties regarding redress payments and managing any queries.

With your excellent rapport building skills, you'll want to understand customer needs and respond accordingly, making the message simple and helping add value to each interaction.

You'll be responsible for making sure the full remediation approach is followed, ensuring a good attention to detail, a high standard of work, and accurate information is provided to our customers in a timely manner.

**Key Responsibilities

Support Analysis of remediation issues, design, implement and deliver approach for putting customers' plans back to the correct position.
Support Development of and carry out various calculations to correct customers' plans.
Ensure process and procedure guidance is followed and is updated on when required to maintain consistency and accuracy.
Support delivery of technical guides and Remediation Approach Documents.
Offer advice and consultancy on remediation issues across the group and within the Incident Management Team
Liaise and network with colleagues across the business on technical issues. Gain understanding & document administration processes to pay remediation and ability to perform updates to Phoenix records/systems
Support and understand all remediation data inputs e.g. workflow and support analysis & reporting on this.
Communicating complex information and delivering clear messages to a range of audiences, including our impacted customers & other providers. This includes letters out, on the spot responses, FAQs, factual technical Remediation Approach

Documents

**What are we looking for?
Essential

Desire & proven ability to work in a varied customer operations role
Exceptional listening skills with the ability to use effective questioning to maximise business opportunities
Ability to manage and prioritise your own workload with minimum supervision
Ability to explain complex products, processes and regulations in an easy to understand manner
Excellent attention to detail
Desire to work towards Financial Services qualifications

Desirable