Overview Thoroughly investigate and resolve service complaints and causes of customer dissatisfaction, in line with procedures, regulatory requirements and client service level agreements. Work closely with other functions, business areas and clients to provide the very highest level of customer service identifying and reporting root causes of dissatisfaction and complaints, identifying actions and process, procedural improvements and training to reduce the incident of complaints and dissatisfaction Key Accountabilities and Main Responsibilities
1. Investigate the causes of customer dissatisfaction and resolve service complaints in line with procedures and regulatory requirements.
2. Undertake and report root cause analysis, identifying trends and issues that arise by process, product or complaint type, including gaps in policies, procedures and training.
3. Identify opportunities to build positive customer relationships and provide excellent customer service.
4. Review the outcome of appeals handled by both the company, client and / or Trustee, ensuring that results and learnings are understood and that complaint handling procedures, guidelines and local processes are amended accordingly.
5. Developing and delivering accurate and effective responses, via both written and verbal communication.
6. Resolving complaints amicably, considering any level of redress for distress and inconvenience.
7. Acting as a key contact for regulatory and ombudsman referred complaints.
8. Act as a central point of reference for complaints
9. Provide timely and thorough feedback where there are learning points for individuals and teams.
10. Provide coaching to the operational teams regarding complaint outcomes and causes
11. Encourage active compliant resolution at first point of contact and where ever possible by verbal and direct channels
12. Ensure that all complaint processes and procedures are kept up to date
Experience & Personal Attributes
13. Experience of working in financial services organisations and/or customer service environment.
14. Knowledge and experience of complaint procedures and regulatory requirements.
15. Professional manner when dealing with complex complaint cases
16. A general awareness of products / services & systems used within the company
17. Strong communication skills, telephone, written and face to face
18. Good PC skills including knowledge of Microsoft Word, Outlook and Excel
19. Ability to take ownership and make decisions
20. Sound negotiation skills, when dealing with complex/ financial complaint cases
21. Analytical experience and ability to identify trends and root cause
22. Ability to remain calm under pressure and provide measured and well-articulated responses
23. Ability to coach and feedback effectively to teams and individuals, peers and senior managers
24. Proven experience within the Financial Services/Insurance Industry
25. Process improvement skills
26. Service excellence knowledge
27. MI development and interpretation
28. Relevant complaints/financial services qualifications
29. Embraces change and continuous improvement
30. Effective interpersonal skills
31. Team working and collaboration
32. Ability to influence teams and individuals
33. Proactive and solution focussed
34. Evidenced good role model behaviours
35. Strong and effective communication skills both verbal and written