Diligenta Careers Internal

About This Role

Summary of the role

The Complaints Consultant will be resolving regulated complaints in a timely manner ensuring that the investigation is thorough and the DISP and Consumer Duty considerations have been followed to reach a fair resolution for our customers. As the most experienced/skilled member of the Complaints team you may be asked to train/mentor colleagues, interview for new recruits, work in the QA team, work on cases managed by FOS or work cases referred to Executives/Press and in addition, you may be nominated as a member of the Journey Design Team to represent your account.

Please be aware that the role is available in the following locations: Edinburgh, Liverpool, and Peterborough

What you’ll be doing

Full investigation and resolution of all complaints across full range of products and services.
Liaise with colleagues across the business to ensure the customer receives the service required as quickly as can be managed.
Determine compensation and redress where customers have been disadvantaged, maintaining compliance with delegated authority limits and guidelines.
Where required, resolve follow-up correspondence that is received, in a timely manner, ensuring any outstanding queries are resolved.
Analyse and feedback where issues have not been addressed in the original complaint.
Ensure that all entries onto systems are accurate and reflect the position of our customers' complaints at all times.
Ensure that due attention is paid to the fair treatment of customers at all times, which will include clear communications, keeping the customer informed and honouring promises made.
Provide an exceptional complaint experience even when declining a complaint.
Ensure that the Complaint Framework is followed and procedural changes identified and addressed. These will be created to align with FCA regulations such as DISP and consumer duty.
Actively embrace Systems Thinking, by consistently looking for better ways to improve the customer experience and embedding those changes.

What we’re looking for

Good planning & organising skills
A flexible approach, along with attention to quality & detail
The ability to make decisions and judgements
Conflict Resolution
Team Working Skills
Energetic, with a positive can-do outlook
Ability to be approachable, knowledgeable and helpful when dealing with Customers on the phone.
Listening skills & empathy
Broad knowledge of products within at least 1 Diligenta account.
Resilience to handle difficult customers/stakeholders
Computer Literate, e.g. ability to use Excel, Outlook, Complaints Database
Extensive knowledge of complaints in Diligenta
Be skilled at training others

The hiring manager to contact is: Paul Knowles Email: paul.knowles@diligenta.co.uk

Apply for this role:

Have you liaised with your current manager to inform them of your intent to apply for alternative positions within Diligenta?

Yes

Please note, if you have not liaised with your current manager we will not be able to progress with your application. Attach CV

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Complaint Consultant

About This Role

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