About This Role

Summary of the role

To resolve all complaints in a timely manner ensuring that the investigation is thorough and the Treating Customer Fairly principals have been followed to reach a fair resolution for our customers.

What you'll be doing

• 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 feedback where issues have not been addressed in the original complaint.
• Ensure that all entries onto MI systems are accurate and always reflect the position of our customers' complaints.
• Ensure that due attention is always paid to the fair treatment of customers, 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,
• Complaints resolved to standard set by Central Governance Team including meeting SLA's, receiving clean audit reports and demonstrating that customers have been treated fairly.
• Regulatory (FSA) requirements met - on-time/accurate recording of complaints data, prompt resolution of complaints, evidence of root cause analysis and action taken to address root causes.
• Delivery of personal goals.
• Quality results.
• Achievement of SLA's
• Full audit trail on complaint file to evidence final decision.
• Feedback given appropriately and in the moment.

What we're looking for

• 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
• 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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