Complaints are managed within the Customer Outcome Improvements Team, with the purpose of reassuring clients through the comprehensive investigation, active management, and resolution of their concerns.
The Complaints Associate’s purpose is to acknowledge, investigate, and respond to both verbal and written complaints, ensuring regulatory requirements are met and that complaints are resolved to a high standard and in a timely manner.
The ability to identify opportunities to improve customer outcomes, a desire to deliver positive change, and a creative approach to doing so are fundamental to the role.
Responsibilities include
Process management
• Being customer-focused and demonstrating empathy, with excellent attention to detail
• Interpreting customer needs, assessing requirements, and identifying appropriate solutions for complaints
• Identifying areas of disagreement and bringing resolution in plain English
• Managing complaints addressed to the Press, Regulator, Ombudsman, Legal, Data Protection, and Executive Committee, including those alleging mis-sale
• Gaining experience, knowledge, and skills in life assurance and complaint handling, and using this to provide support and guidance to the business
• Engaging with managers to ensure appropriate remedial or preventative action is taken
Teamwork
• Proactively contributing to the achievement of team goals
• Building rapport with stakeholders across the business and promoting teamwork
Continuous improvement
• Proactively solving non-standard problems, taking new perspectives on existing solutions, and considering the impact of each
• Responding positively to change and adapting accordingly, while helping others to see the benefits of preventative measures
• Taking responsibility and accountability for personal development, including preparing and actively operating personal training and development plans
• Acting as a role model to help establish a customer-centric culture
Requirements
Person specification
• Consistently behaving in a manner that supports a culture of high performance, empowerment, accountability, and professionalism
• Standing up for what is right for the customer
• Innovating and taking bold steps forward
• Persevering to achieve the right outcome
• Leading by example with a positive and engaging attitude
• Listening to and considering new perspectives
• Presenting information to others in a clear and easy-to-understand way
• Being open to feedback and willing to consider alternative approaches