About This Role

• Listening and actively engaging with customers to ensure their concerns are fully understood.
• Gathering all relevant evidence from the customer and key stakeholders to ensure fair outcomes and decisions independent of the business
• Be confident when dealing with challenging situations
• Communicating clearly, concisely and professionally to ensure customers understand the decision reached.
• Determining if compensation for financial loss and/or a distress and inconvenience payment is appropriate and at what level. 
• Manage and prioritise your case workload ensuring regulatory timescales are met
• Have an awareness of the complaint handling regulations to ensure we remain compliant with the FCA disp rules
• Identify common themes and trends and pass on for root cause analysis

• 3 Years experience within Financial Services required
• Identify, assess, control and monitor risks. Make the right things happen first time, identify when things have not gone right and understand why, and recover the position
• The ability to make decisions at pace and in ambiguous or conflicting situations
• Use of a variety of diagnostic techniques to understand a situation/issue/problem by breaking it down and tracing the root cause/underlying implications in a methodical step-by-step way
• Clearly and effectively communicates information, ideas, plans, requests, and opinions to internal and external stakeholders through a range of channels including written and oral. Ensures alignment with communication guidelines and policies
• Being customer driven in all you do, understanding and meeting the customer’s needs and connecting emotionally with the customer

The hiring manager to contact is: Pauline Robertson Email: Pauline.Robertson@diligenta.co.uk

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