We are seeking an experienced Trainer to support a team of complaint handlers in resolving a backlog of service-related complaints within a Life & Pensions business, relating to a recent systems migration. This 6-month contract, starting 30th June, offers a competitive day rate and a hybrid working model post-accreditation.
Role Details:
* Complaints Trainer
* 6 month initial contract
* Competitive day rate (open to various rates for the right candidate)
* 30th June start date
Key Responsibilities:
* Deliver structured training on complaint resolution, regulatory requirements, and company policies.
* Equip handlers with best practices for identifying and supporting vulnerable customers, ensuring fair treatment in line with FCA guidelines, including Consumer Duty.
* Promote continuous process improvement, identifying opportunities to streamline workflows and enhance operational efficiency.
* Foster a high-quality, customer-centric approach to complaint resolution.
Key Requirements:
* Proven experience in complaints handling training within financial services.
* Strong understanding of FCA regulations, Consumer Duty, and vulnerability support.
* Excellent communication and coaching skills, with the ability to engage and develop teams.
* Ability to drive process enhancements for more efficient complaint resolution.
This role offers the chance to make a meaningful impact on customer experience and operational efficiency. If you’re passionate about training, regulatory excellence, and complaint resolution, apply today!
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