Complaint Handler

Description:

Capita are looking for an experienced Complaints Handler to work on a permanent basis, with a hybrid working arrangement out of either our Glasgow or Manchester office.

Working with one of our major Life & Pensions clients, you will investigate and resolve complaints related to various products, in line with FCA requirements and client service level agreements.

You'll be expected to investigate the causes of customer dissatisfaction and resolve service complaints in line with procedures and regulatory requirements whilst identifying and escalating root cause trends and issues that arise. You'll liaise with ombudsman services as appropriate and share knowledge and expertise with other team members, contributing to a positive and supporting team culture.

The role will primarily be homes based, with a requirement to work from our Manchester office, likely once per week - as such it is essential that you live within a commutable distance from Manchester City Centre. The role will be 37.5 hours per week, Monday to Friday.

Capita is an equal opportunity and disability confident employer. What you'll be doing:

• Investigating the causes of customer dissatisfaction and resolve service complaints in line with procedures and regulatory requirements.
• Identifying and escalating root cause trends and issues that arise.
• Liaising with ombudsman services as appropriate.
• Sharing knowledge and expertise with other team members, contributing to a positive and supporting team culture.
• Identifying opportunities to build positive customer relationships and provide excellent customer service.

What we're looking for:

• Experience of working in an FCA regulated Financial Services environment handling, and resolving escalated complaints is essential.
• Knowledge of the various Life & Pensions products is desirable.
• Be able to product bespoke response letters from scratch.
• Strong verbal and written communication skills.
• Ability to manage varying workloads and priorities.
• Strong organisational and time management skills.
• Excellent problem-solving skills.