Technical Complaints Manager

Who are Diligenta?

Diligenta's vision is to be acknowledged as best in-class platform-based Life and Pensions Administration Service provider. Customer service is at the heart of everything we do and our aim is to transform our clients' operations. A business that has been described as 'home' by existing employees, we drive a culture that is founded on positive change and development.

The Opportunity

Due to internal progression and company expansion, we are now looking for an experienced Technical Complaints Manager to support the management team and Complaint Managers, resolving Life, Pension, and Investment product complaints by providing technical support to colleagues, ensuring all customers receive a fair outcome.

You'll be:

• Providing technical support to Complaint Managers dealing with complex complaints to ensure that customers receive fair outcomes.
• Providing technical guidance in specific areas while working collaboratively with other areas across Diligenta and the client to ensure complaints are resolved fairly.
• Identifying and escalating complaint themes and issues that require resolution outside of the complaints function (e.g. proposition or rectifications related issues), including reporting any systemic process issues.
• Assisting with project management, ensuring the complaints function is adequately prepared to deal with the potential impact of any project relating to complaints so that customers are minimally affected.
• Providing a wide range of information, guidance and advice to colleagues and the management team to support resolving customer complaints of a more complex / sensitive nature to ensure customers receive fair outcomes.

You should apply if you:

• Have a strong level of experience working with complaints within Financial Services.
• Can display technical knowledge within the Life and Pensions field and are able to keep up to date with regulation changes.
• Can articulate yourself extremely well via e-mail and telephone, showing full understanding of the business's products and procedures.
• Have an approachable attitude and can always show initiative.

The Perks

• 25 days holidays + 8 bank holidays
• Discretionary annual bonus
• Company pension scheme membership
• Gain professional accreditation on completion at no extra cost through our bespoke 24/7 professionally accredited online learning and development tools
• Access to our Confidential Helpline is available to be used by you and your family
• Develop your career through a wider global organisation of the TCS family