About This Role
Summary of the role
To resolve all complaints in a timely manner ensuring that the investigation is thorough and the Treating Customer Fairly principals have been followed to reach a fair resolution for our Customers.
What you'll be doing
- Full investigation and resolution of all complaints to a standard in line with TCF principles, across full range of products, services and customers including where appropriate Senior Manager Complaints within the necessary timescales.
- Agree compensation and redress where customers have been disadvantaged, maintaining compliance with delegated authority limits and guidelines, in order that appropriate levels of compensation/redress are paid. Escalate issues as appropriate.
- Resolve follow-up correspondence that is received, in a timely manner, ensuring any outstanding queries are resolved. Analyse and feed back where issues have not been addressed in the original complaint.
- Ensure that all entries onto MI 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.
- Ensure that the Complaint Framework is followed and procedural changes identified and address.
- Actively embrace Systems Thinking, by consistently looking for better ways to improve the customer experience and embedding those changes.
What we're looking for
- Prior Financial Services experience preferred.
- Good planning & organising skills
- Able to delight our customers , helping to restore their faith in the company
- A flexible approach, along with attention to quality & detail
- The ability to make decisions and judgements
- Excellent Team Working Skills
- Administration and Customer service experience
- Energetic, with a positive can do outlook
- Ability to be approachable, knowledgeable and helpful when dealing with Customers on the phone
- Listening skills & empathy
- Experience of following policies and procedures
- Demonstrate the Diligenta Values & Behaviours
The hiring manager to contact is: Wendy Knox
Email: Wendy.Knox1@mandg.com
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