Complaints Officer

M&G plc; Bath; Hybrid; GBP 30,000 - 40,000; Full time

Job summary

A leading company in the financial sector is seeking a Complaints Officer for their Wealth Platform Complaints team. This role involves managing and resolving customer complaints, ensuring compliance with FCA regulations, and fostering a customer-centric environment. The position offers flexible working arrangements with opportunities for homeworking.

Benefits

Flexible working arrangements

Workplace accommodations

Qualifications

• Experience in complaint handling.
• Knowledge of FCA DISP rules.

Responsibilities

• Handle complaints in accordance with internal procedures and FCA regulations.
• Lead investigations and provide clear recommendations.
• Foster a customer-focused environment.

Skills

Communication

Problem Solving

Customer Focus

Job description

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Join to apply for the Complaints Officer role at M&G plc

At M&G, our purpose is to give everyone real confidence to put their money to work. As an international savings and investments business with roots stretching back more than 170 years, we offer a range of financial products and services through Asset Management, Life, and Wealth. All three segments work together to deliver attractive financial outcomes for our clients and superior shareholder returns.

Through our core behaviors of telling it like it is, owning it now, and moving it forward together with care and integrity, we are creating an exceptional workplace for exceptional talent.

We consider flexible working arrangements and offer workplace accommodations to support your effective role delivery.

About the Role
We have an exciting opportunity for a Complaints Officer to join our M&G Wealth Platform Complaints team in Bath, Stirling, or Edinburgh. This is a permanent role, with flexible working arrangements and the possibility of homeworking, requiring 3 days per week in the office.

In this role, you will manage, investigate, and resolve customer complaints both written and verbal. Identifying root causes, trends, and collaborating with other business areas to prevent future complaints are essential skills.

This is a dynamic environment where you'll thrive amidst business and regulatory changes, requiring a natural problem solver with a customer-centric approach.

Key Responsibilities
- Handle complaints in accordance with internal procedures and FCA regulations, maintaining detailed records.
- Lead investigations with enthusiasm, providing clear recommendations.
- Foster a customer-focused environment, adhering to Consumer Duty principles.
- Offer technical support and advice on products and complaints, liaising with relevant ombudsman bodies as needed.

Candidate Profile
- Experience in complaint handling
- Strong communication skills, both written and verbal
- Knowledge of FCA DISP rules
- Customer-focused with excellent organizational skills
- Investigative and problem-solving abilities
- Decisiveness and professionalism

Additional Information
- Job Level: Experienced Colleague
- Closing Date: 27 May 2025
- Inclusive culture and policies supporting diversity and disability inclusion
- Contact: [e-mail] for application assistance or accommodations.