About This Role

• Investigation and resolution of 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 up to date.
• 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 Complaints Framework is followed at all times.
• Actively embrace principles of Operational Excellence, by consistently looking for better ways to improve the customer experience and embedding those changes.
• Consistently meet quality standards.

• Experience of dealing with complex complaints in a financial services environment
• RO qualified/part qualified or willingness to attain this
• Understanding of FCA Dispute Resolution rules
• Familiarity with FOS guidance around complaint handling
• Good planning and organising skills
• Excellent written and verbal communication skills
• A flexible approach, along with attention to detail
• Ability and desire to challenge constructively to achieve good customer outcomes
• Strong analytical skills and customer centric problem-solving skills
• Ability to be approachable, knowledgeable and helpful when dealing with customers on the phone
• Resilience to handle difficult customers/stakeholders

The hiring manager to contact is: Pauline Robertson Email: Pauline.Robertson@diligenta.co.uk

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