Complaints Administrator

Our client is looking for a new member of staff to join their lovely team.

The Breach and Complaints Administrator is responsible for the handling and successful resolution of complaints, breaches and Data Subject Access Requests (DSARs).

You will be responsible for ensuring a successful outcome for both advisers and customers is delivered ensuring that the quality of their services continues to meet and be recognised for leading the market.

The handling and management of Customer and Distributor complaints from receipt to resolution. Ensuring that complaints are investigated diligently and fairly and the correct outcome is reached, paying due consideration to customer vulnerabilities.

Responding to all complaints within regulatory deadlines and company service level agreements.

Resolving complaints as either a Summary Resolution or Final Response, whichever is appropriate.

Assisting the Quality Assurance and Complaints Manager with responses to complaints referred to the business by the Financial Ombudsman Service (FOS).

Assisting with the oversight of all breach cases raised in Operations, including the resolution of individual breaches and liaising with the relevant parts of the business to support resolution when necessary.

Manage DSARs from receipt of the request to disclosure of the requested information, within regulatory deadlines.

Provide feedback to Operational Team Managers to ensure competency of the Operations department is maintained/ improved.

Provide relevant and valuable feedback to other department managers (i.e Claims, Underwriting) in a timely manner, where necessary.

Liaise with IT Team to raise system issues and suggest meaningful ways to improve the service where necessary.

Ensure Standard Operating Procedure documents are reviewed against documented review dates and are maintained on an ad-hoc basis where changes in process are implemented through either regulatory change, breach & complaint root cause analysis or system enhancements.

Previous Complaints Handling experience is essential, preferably in financial services.

You will have strong skills including:

problem solving, strong investigative skills, excellent written and verbal communication skills

You will have the ability to work with a variety of stakeholders and colleagues, both internally and externally, proactive and able to self-manage a varied workload and able to work to strict deadlines.

The role is hybrid 3 days in the office and 2 from home.

Our client prides itself on creating a great working atmosphere with regular support meeting to ensure you are enjoying your role.

Apply today for an early interview.