Complaints Officer

M&G plc.
Bath, United Kingdom
04 Oct 2022
11 Oct 2022
Job Function
Industry Sector
Finance - General
Employment Type
Full Time
At M&G our vision is: to become the best loved and most successful savings and investment business and we're looking for people who are excited about joining us on our journey. We're digitally transforming and investing heavily in technology and innovation to develop new and improved customer propositions that really raise the bar for our customers. To help us achieve our vision we're looking for exceptional people who live our values and behaviours and who can inspire others; embrace change; deliver results and keep it simple.

We know that an inclusive environment makes us more accessible and ensures we attract, engage, promote and retain exceptional people. We welcome applications from all individuals regardless of age, gender/gender identity, sexual orientation, ethnicity/nationality, disability, or military service and welcome those who have taken career breaks. We will consider flexible working arrangements or home 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.

What you can expect from us:
We are committed to creating an environment where you can be exceptional at all you do. To help us deliver this, we promise to:
  • Challenge Your Limits by creating a stimulating working environment and providing opportunities for you to be involved in meaningful and challenging work
  • Support Your Aspirations with a commitment to learning and development that helps you achieve and build your experience with people who want you to succeed
  • Value Your Input whereby leaders and managers will involve you in key decisions, listen to your thoughts and recognise the important contribution you make
  • Balance Your Life through a work life partnership that focuses on making this an inclusive, diverse and friendly place to work and offers the flexibility and support that enables everyone to be at their best

How do we support our employees:
All M&G plc employees will be supported in the workplace through our M&G Employee Assistance Programme (EAP). If you need counselling, confidential financial or legal advice. The service is available 24 hours a day, 365 days a year and offers access to qualified professionals who can provide specialist information, advice and support on many issues. It offers a broad range of services, including help with family issues, maintaining work/life balance and mental health support.

The Role

We have an exciting opportunity for a Complaints Officer to join our team in IFDL Customer Services in Bath, Stirling or Edinburgh. We will consider flexible working arrangements and frequent homeworking. This is a permanent role.

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
• For team leaders, accountable for ensuring the team the role supports is delivering a quality service or product
• 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 Responsibilities for this role:
• The Complaint Officer will ensure that complaints are handled in accordance with internal procedures and in compliance with FCA complaint handling rules and guidelines, and undertake thorough root cause analysis to help drive continual business improvement.
• Leading by example with inspiration and enthusiasm to achieve the business objectives. This includes ensuring the timely investigation and resolution of complaints and also co-operation with the relevant Ombudsman. This will be in accordance with all internal and external regulatory and legislative guidelines, whilst promoting a customer focused environment.
• Ensure all complaints are handled in accordance with regulatory and legislative framework and in accordance with company standards maintaining comprehensive records
• Ensure complex complaints are promptly investigated and reasoned recommendations made on the resolution of the complaints.
• Deliver a first class customer service encompassing the Treating Customer Fairly principle.
• Provide technical support and advice on products and complaints to the rest of the department and other business units.
• Ensure Business area risk responsibilities are understood
• Understand the Risk types, key risks and control framework in your business area.
• Undertake all mandatory training

Key Knowledge, Skills & Experience:
• Experience of complaint handling across all complaint types
• Working knowledge of the FCA complaint handling rules (DISP)
• Educated to relevant degree level or have equivalent business experience
• In depth knowledge of company products and systems
• Extensive knowledge of wrap platforms and the underlying products offered
• Full awareness of strategic and corporate issues
• CISI Investment Operations Certificate or CII, CF1, RO1 and FA2 qualifications desirable
• Excellent written and verbal communication skills
• PC literate
• Highly customer focused
• Ability to organise and prioritise high workload without supervision
• Ability to solve problems and presentation of sound reasoned arguments
• Decisiveness

Work Level: Colleague
Recruiter: Sarah Mathers
Closing Date: 8 October 2022

We live by four behaviours at M&G and we ask all our employees to:
  • Inspire Others - Support and encourage each other, creating an environment where everyone can contribute and succeed
  • Embrace Change - Be open to change, willing to be challenged and able to adapt quickly and imaginatively to new ideas
  • Deliver Results - Focus on outcomes, set high standards and deliver with energy and determination
  • Keep it Simple - Cut through complexity and bureaucracy, be clear and decisive and never overcomplicate things
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