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.

Please be aware that the role is available in following locations: Bristol, Salisbury, and Peterborough

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 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

What we're looking for

• Computer Literate, e.g. ability to use Excel, Outlook, Complaints Database
• 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: Matthew Nott Email: matthew.nott@dgaviva.com

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