Complaint Consultant

Complaints ConsultantWho are Diligenta?Diligenta's vision is to be acknowledged as Best in-class Platform based Life and Pensions Administration Service provider. Customer service is at the heart of everything we do and our aim is to transform our clients' operations. A business that has been described as 'home' by existing employees, we drive a culture that is founded on positive change and development.Summary of the role:To investigate and resolve regulated complaints in a thorough and timely manner, ensuring that the DISP and Consumer Duty considerations have been followed to reach a fair resolution for our customers. What you'll be doing:

• 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.

What we're looking for:

• 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

Benefits:

• 33 days including Bank Holidays
• Personal and career development opportunities to progress your aspirations within the company as well as through our global parent company (Tata Consultancy Services)
• Access to Perks at Work (an online discounted shopping platform) saving you money on a wide range of goods and services, including your weekly food shop, holidays and electrical goods
• Cycle to Work Scheme and interest free Season Ticket loans
• A companywide Wellbeing programme, including an Employee Assistance Programme and other benefits/resources to support your mental/physical and financial wellbeing
• A comprehensive set of Moments that Matter policies, such as Carer's Leave, Foster Leave and Retirement Leave
• A contributory company pension scheme where we match your contributions up to 6%, Group Life Assurance ('Death in Service") and Group Income Protection
• Apply to find out about our other benefits

If you need any help or adjustments for any stage within the recruitment process due to health, disability, or any other reason, please let us know. Ready to take the next step in your career? Apply today and become part of our innovative team!