Complaints Officer

M&G plc; Stirling; Hybrid; GBP 25,000 - 35,000; Full time

Job summary

A leading financial services company is seeking a Complaints Officer to join their Wealth Platform Complaints team. The role involves managing and resolving customer complaints, ensuring compliance with internal procedures, and promoting excellent customer service. The ideal candidate will be a natural problem solver with strong communication skills. Flexible working arrangements are available.

Qualifications

• Experience of complaint handling.
• Strong communication skills, both written and verbal.
• Ability to investigate and resolve problems.

Responsibilities

• Manage, investigate and resolve customer complaints.
• Ensure complaints are handled in accordance with internal procedures.
• Promote a customer focused environment.

Skills

Communication

Problem Solving

Customer Focus

Tools

PC Literacy

Job description

M&G plc Stirling, Scotland, United Kingdom

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M&G plc Stirling, Scotland, United Kingdom

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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 operating segments work together to deliver attractive financial outcomes for our clients, and superior shareholder returns.

Through our behaviours of telling it like it is, owning it now, and moving it forward together with care and integrity; we are creating an exceptional place to work for exceptional talent.

We will consider flexible working arrangements for any of our roles and also offer work place accommodations to ensure you have what you need to effectively deliver in your role.

Complaints Officer - Bath, Stirling, Edinburgh

We have an exciting opportunity for a Complaints Officer to join our M&G Wealth Platform Complaints team in Bath, Stirling or Edinburgh. We will consider flexible working arrangements and frequent homeworking, and this is a permanent role.

In this role you will manage, investigate and resolve customer complaints, both written and over the phone. The ability to identify root cause and trends, and being able to work with other areas of the business in preventing future complaints is essential.

There has never been a more exciting time to join Platform Complaints, where the right candidate will thrive in a climate of fast-paced business and regulatory change. We are looking for a natural problem solver and for you to be customer-centric by nature.

The Role

The Wealth Platform team at M&G are looking for a customer focused individual to join our well established complaints team. The ideal candidate can identify where a customer or client has not experienced the best possible service, builds immediate rapport, takes ownership for making amends and creates future advocacy by making things right swiftly and fairly.

This role can be based in proximity to one of our offices in Edinburgh, Stirling or Bath but can be hybrid/home based with 3 days per week in the office.

Key Work Level Accountabilities:

• Accountable for providing a quality service or product to customers and stakeholders, using skills/experience built through significant practical experience or training
• Works within established frameworks and procedures, with the freedom to interpret them to solve a range of problems
• Delivers outputs that are clearly defined, using discretion over how to achieve them
• Makes suggestions for improvements to the work of the team, based on previous experience and knowledge of similar situations
  
  

Key Knowledge, Skills & Experience:

• Experience of complaint handling
• Strong communication skills, both written and verbal, and a confident telephone manner
• Working knowledge of the FCA complaint handling rules (DISP)
• PC literate
• Highly customer focused
• Ability to organise and prioritise high workload without supervision
• Ability to investigate and resolve problems and present sound reasoned arguments to support your outcome
• Decisiveness
  
  

Key Responsibilities for this role:

• Ensures that complaints are handled in accordance with internal procedures, meeting company standards and maintaining comprehensive records, in compliance with FCA complaint handling rules and guidelines
• Leads by example with inspiration and enthusiasm to achieve business objectives and ensures that complaints are promptly investigated with clear and reasoned recommendations made.
• Promotes a customer focused environment, delivering first class customer service encompassing Consumer Duty principles.
• Provides technical support and advice on products and complaints to the rest of the department and other business units and co-operates with the relevant ombudsman where necessary.
  
  

Job Level: Experienced Colleague

Closing Date: 27 May 2025

We have a diverse workforce and an inclusive culture at M&G plc, underpinned by our policies and our employee-led networks who provide networking opportunities, advice and support for the diverse communities our colleagues represent. Regardless of gender, ethnicity, age, sexual orientation, nationality, disability or long term condition, we are looking to attract, promote and retain exceptional people. We also welcome those who take part in military service and those returning from career breaks.

M&G is also proud to be a Disability Confident Leader, and we welcome applications from candidates with long-term health conditions, disabilities, or neuro-divergent conditions. Being a Disability Confident Leader means that candidates who meet the minimum criteria of a job, will be offered an interview if they 'opt in' to the scheme when applying.

If you need assistance or an alternative means of applying for a role due to a disability or additional need, please let us know by contacting us at: [e-mail]

Seniority level

• Seniority level

  Not Applicable

Employment type

• Employment type

  Full-time

Job function

• Job function

  Other

• Industries

  Financial Services and Investment Management

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