Diligenta
About the Role:
Join Diligenta as a Complaint Handler and contribute to our exceptional customer service. You’ll be a key part of resolving customer issues and ensuring satisfaction with Standard Life’s partnership.
Key Responsibilities:
- Investigating complaints to make fair decisions on complex cases.
- Managing conflicts and maintaining positive relationships.
- Self-managing complaint workload within regulatory timescales.
- Maintaining knowledge of FCA complaint handling rules.
- Interpreting FOS decisions and implementing lessons learned.
- Engaging with customers to understand concerns fully.
- Gathering evidence and communicating outcomes clearly.
- Determining appropriate compensation for loss.
- Quality assuring complaint files for compliance.
- Identifying common themes, conducting root cause analysis, and making recommendations.
Skills and Expertise:
- Previous customer service experience.
- Teamwork and collaborative skills.
- Strong listening and communication skills.
- Ability to understand customer needs and resolve issues effectively.
- Good PC skills and Microsoft Office knowledge.
- Working knowledge of the Life and Pensions industry.
Job Facilities/Benefits:
- 31 days holiday (including bank holidays)
- Annual discretionary bonus scheme
- Contributory company pension scheme
- Excellent employee wellbeing and assistance support programmes
- Employee discounts
- Personal and career development opportunities
Why Join Us:
Diligenta is the leading provider of outsourced administration to the UK Life & Pensions market, servicing 18 million customers. We aim to be a technology-driven business, supporting our clients and customers in impacting their lives. Join us and make a difference!