Technical Complaints Officer

M&GPrudential; Bath; On-site; GBP 30,000 - 50,000; Full time

Job summary

Join a forward-thinking company as a Technical Complaints Officer, where your expertise in customer service and communication will shine. In this role, you will support a dedicated complaints team, ensuring regulatory compliance and driving performance. Your ability to manage workloads and build strong internal relationships will be crucial in achieving the best outcomes for customers. This dynamic environment encourages flexibility and inclusivity, making it an ideal place for exceptional talent to thrive. If you're passionate about delivering quality service and making a difference, this opportunity is perfect for you.

Qualifications

• Experience in a customer service environment is essential.
• Strong communication skills, both written and verbal, are required.

Responsibilities

• Support the complaints team to ensure smooth operations.
• Oversee quality assurance to achieve low re-open rates.
• Engage with stakeholders to enhance complaint resolution.

Skills

Customer Service Experience

Strong Communication Skills

Organizational Skills

PC Literacy

Customer Focus

Job description

Technical Complaints Officer

Apply locations: Bath
Time type: Full time
Posted on: Posted 6 Days Ago
Time left to apply: End Date: January 20, 2025 (26 days left to apply)
Job requisition id: R15443

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 workplace accommodations to ensure you have what you need to effectively deliver in your role.

The Role: Technical Complaints Officer - 12mth FTC

• Support complaints team activities to run smoothly and to regulatory standards by helping colleagues in the team.
• Drives complaints handling performance, management information and feeding back to management.
• Oversee Quality Assurance within the team with the purpose of achieving low re-open rates.
• Support complaint review process, including data gathering, customer contact and decision making.

Responsibilities

• Support managing the team's workload
• Tackle issues arising from the recent complaints audit, setting the team up for future success
• Support the wider business with SME insight and regulatory knowledge
• Build stronger internal stakeholder relationships through engagement and education / ongoing packs and reporting.
• Support complaints team to resolve complaints swiftly, accurately and with the best possible customer outcomes
• Provide dedicated, ongoing focus to complaints team performance
• Quality manager (QA)
• Coaching the complaints team
• Board MI, FOS and FCA engagement
• SME knowledge in forums/committees
• Engagement with the business
• FCA reporting
• Root Cause Analysis and engagement with business areas for resolution action

Key Knowledge, Skills & Experience:

• Experience of working in a customer service environment
• Strong communication skills, both written and verbal, and a confident telephone manner
• Excellent organisational and time-management skills
• PC literate
• Highly customer focused

Job Level: Experienced Colleague

Recruiter: Sarah Mathers

Closing Date: 16 January 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, physical, mental health or neuro-divergent conditions. We participate in the Disability Confident ‘Offer an Interview’ scheme, which means that candidates with disabilities or long-term health conditions who meet the minimum criteria of a job will be offered an interview if they 'opt in' to the scheme when applying. These candidates are also supported to ensure they have the best opportunity to demonstrate that they can do the job.

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]

About Us

M&G plc is a leading international savings and investments business, managing money for around 4.6 million individual clients and more than 900 institutional clients in 38 offices worldwide. As at 31 December 2023, we had £343.5 billion of assets under management and administration. Our purpose is to give everyone real confidence to put their money to work.

With a heritage dating back more than 175 years, M&G plc has a long history of innovation in savings and investments, combining asset management and insurance expertise to offer a wide range of solutions. Our three distinct operating segments, Asset Management, Life and Wealth, work together to provide access to balanced, long-term investment and savings solutions.