Complaints Officer

At M&G our purpose is to help people manage and grow their savings and investments, responsibly. As a business, we are continuing to take steps towards a sustainable future, delivering better long-term solutions for our customers and clients and identifying new opportunities to make a positive impact for our environment and communities . To help us achieve our vision we're looking for exceptional people who live our values of care and integrity and who can inspire others; embrace change; deliver results and keep it simple.
We will consider flexible working arrangements for any of our roles and also offer work place accommodations to ensure you have what you need to effectively deliver in your role.
We have an exciting opportunity for a Complaints Officer to join our M&G Wealth Platform Complaints team in Bath, Stirling or Edinburgh. We will consider flexible working arrangements and frequent homeworking, and this is a permanent role.
In this role you will manage, investigate and resolve customer complaints, both written and over the phone. The ability to identify root cause and trends, and being able to work with other areas of the business in preventing future complaints is essential.
There has never been a more exciting time to join Platform Complaints, where the right candidate will thrive in a climate of fast-paced business and regulatory change. We are looking for a natural problem solver and for you to be customer-centric by nature.
The Role
The Wealth Platform team at M&G are looking for a customer focused individual to join our well established complaints team. The ideal candidate can identify where a customer or client has not experienced the best possible service, builds immediate rapport, takes ownership for making amends and creates future advocacy by making things right swiftly and fairly.
This role can be based in proximity to one of our offices in Edinburgh, Stirling or Bath but can be hybrid/home based with 3 days per week in the office.
We are looking for candidates with the following (or applicable) experience:
• Strong telephony or customer services experience
• Experience of complaint handling
• Working knowledge of the FCA complaint handling rules (DISP) or experience within a regulated organisation
• Financial industry knowledge and/or wrap platform understanding advantageous
• Takes an interest in the growth of our business at a strategic, corporate level
• CISI Investment Operations Certificate or CII, CF1, RO1 and FA2 qualifications desirable
• Exceptional verbal communication skills, ability to demonstrate empathy and tackle challenging conversations
• Excellent written communication skills
• Highly customer focused
• Ability to organise and prioritise high workload without supervision
• Ability to solve problems and presentation of sound reasoned arguments with decisiveness
Key Responsibilities for this role:
• The Complaints Officer will ensure that complaints are handled in accordance with internal procedures and in compliance with FCA complaint handling rules and guidelines
• Will undertake timely investigation and resolution of complaints, ensuring cooperation with the relevant Ombudsman where necessary and maintains comprehensive records
• Deliver a first class customer service encompassing the Treating Customer Fairly principle.
Work Level: Colleague
Recruiter: Sarah Mathers
Closing Date: 8 April 2024
We have a diverse workforce and an inclusive culture at M&G plc, underpinned by our policies and our employee-led networks who provide networking opportunities, advice and support for the diverse communities our colleagues represent. Regardless of gender, ethnicity, age, sexual orientation, nationality or disability we are looking to attract, promote and retain exceptional people. We also welcome those who take part in military service and those returning from career breaks.