We are currently looking for Complaint Handlers to work in a results-orientated, quality-controlled environment where being able to work with a high level of accuracy to prescribed processes and strict deadlines is essential. You will be working as part of a high-quality team helping a major financial service provider as part of a Pensions and Investments Workstream.

Location: remote

Contract length: Initially 6 month contract (intention to extend)

Rate: £250 per day (inside IR35)

Hours: Monday - Friday, 8 hours per day

Role:-

• Complete Case Handling and Complaint Handling review within Pensions and Investments
• Pensions - predominantly SIPP wrappers containing underlying funds - in both accumulation and decumulation phases.
• OEICs - both ISA and non-ISA
• Investment Bonds
• Potentially there could also be complaints related to Venture capital products such as VCTs and EIS schemes and DB pension transfer advice.
• Carrying out case reviews, reviewing various provider responses and progressing cases through an agreed process flow
• Review data and evidence gathered in line with the scope of the customer complaint in order to assess eligibility
• Where required, liaise with relevant 3rd parties via phone
• Work in line with process and procedures and COMP rules
• Produce required response letters
• Work with a claims management workflow system
• Ensure data protection remains a focus

Essential experience: -

• Level 4 Qualification or similar
• Extensive case handling/complaint handling experience, ideally within Financial Services
• Experience of dealing with customers in a regulated environment (Pensions and Investments is a MUST)
• Ability to demonstrate decision making using a holistic approach
• Excellent attention to detail and accuracy
• Ability to work to demanding deadlines (workflow & time management)
• Ability to attain and maintain specified quality and production targets
• Ability to work independently & as part of a rapidly changing team
• Demonstrate an ability to work with honesty, integrity and trustworthiness
• Maintain high standards of professionalism and competence
• Good communication skills
• Good letter writing skills
• Good telephony skills

If you would like to be considered, please send your CV to Diana Duggan Associates without delay.