Complaints Case Manager

Compliant Case Manager
Monday-Friday 9am-5:30pm (Fridays 5pm)
£25,000-£29,000pa
We’re looking for a Case Manager to join our Client Relations team on a permanent basis. This varied role is critical in supporting our Service Excellence objectives by using a variety of dispute resolution skills and risk management techniques to ultimately ensure positive customer outcomes are achieved.
You’ll work as part of a tight-knit team to respond and resolve complex and/or regulatory complaints relating to multiple products. Case Managers are also responsible for investigating internally identified (and potential) errors that pose a financial or reputational risk for the company, whilst remaining accountable for customer and advisor care.
You’ll enjoy taking the opportunity to showcase our first-class service and give our customers and advisers a positive experience to share with their friends and colleagues. This role will also give you the opportunity to interact with and build strong relationships with other departments.
Key Responsibilities

• Handling complaint and price comparison cases to agreed standards and in compliance with the Code of Conduct at all times.
• Using detailed knowledge and investigative skills to fully explore cases.
• Developing formal and informal networks throughout the company to facilitate information gathering.
• Providing expert advice when resolving complaints
• Proactively contacting investors and managing cases, setting expectations, and delivering excellent customer service throughout
• Capturing all details and progress of a complaint, categorising it in accordance with business and FCA standards
• Identifying ways to improve customer service and complaint handling, sharing specialist knowledge, and transferring skills as appropriate within the business with a view to educating and enabling colleagues to identify and pre-empt potential complaints.

Key Skills

• Experience of writing customer complaint response letters

• Good discretion and judgment, when dealing with a wide range of situations
• The ability to communicate and translate the technically complex so that it is easily understood, both verbally and written
• Confidence to use your own initiative and problem-solving skills.
• Ability to prioritise and remain agile with conflicting work demands.
• A positive, empathetic, and professional attitude
• The ability to establish and maintain relationships with investors, advisors, and the Ombudsman.
• To be inquisitive and challenge existing protocols and procedures to ensure they remain fit for purpose.
• Ability to influence and negotiate effectively, at all levels.
• Strong analytical and investigative skills
• The ability to think broadly and intuitively in terms of what is the fair and reasonable course of action for an investor.
• Experience of working within an investor/adviser-focused department
• Strong knowledge of HMRC pension rules and SIPP / SSAS / ISA / Wrap platforms