About This Role

• 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

• 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: Louise Crabb Email:louise.crabb@dgaviva.com

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