Complaint Handler

At Diligenta, ensuring exceptional customer satisfaction is central to our philosophy so it's no surprise that we prioritize providing a fulfilling work environment for our employees as well.

Join Diligenta, the premier Life and Pensions service provider in the UK, in a gratifying role supporting the diverse customer requirements of our esteemed client M&G plc. We offer comprehensive training from day one, a competitive benefits package, and the opportunity to pursue personal and professional growth while studying for financial services certifications.

If you are seeking an entry point or advancement in the Finance sector, looking to re-enter the workforce after a break, or simply wish to be part of a dynamic team dedicated to exceptional customer care and adept at going the extra mile to deliver outstanding service, we invite you to connect with us.

Our objective is to elevate our clients' operations and establish ourselves as the premier Platform-based Life and Pensions Administration Service provider. At Diligenta, our ethos is anchored in positive transformation and progress, with many employees likening the Diligenta environment to a 'home'.

Overview of the role:

• Prior experience in Financial Services OR complaint management is imperative
• Competitive salary of up to £28,000 per annum
• Standard working hours of 37.5 hours weekly, Monday to Friday between 8am and 6pm, ensuring a work-life balance without impacting your personal time or weekends!
• Conveniently located at the contemporary office in Kildean Business Park. We provide free on-site parking and a regular bus service to and from our site, including a complimentary shuttle from Stirling station, offering hassle-free and cost-effective commuting options.
• A flexible working arrangement is on offer post-accreditation. The duration of this training period will vary based on your ability to grasp the role and work autonomously.

Perks:

• Generous holiday entitlement of 31 days (inclusive of bank holidays)
• Eligibility for a discretionary performance bonus
• Enrollment in our contributory pension scheme
• Sponsorship for financial services credentials
• Access to an extensive employee discount portal for savings on groceries, vacations, electronics, financial services, and a range of other benefits
• Comprehensive employee well-being and support initiatives

Key Responsibilities:

Occasionally, situations may not unfold as expected, and in those instances, we require empathetic and attentive individuals like you to collaborate closely with customers in resolving their complaints and inquiries effectively and ensuring a satisfactory outcome, often during critical junctures in their lives.

The nature of work may involve phone, written, or email correspondence, depending on the optimal resolution approach for each unique case. Our commitment to delivering exceptional service and ensuring customer contentment underscores the essence of this role, which demands the ability to convert a negative encounter into a positive one.

• Prior experience in Financial Services OR complaint management
• A genuine zeal for aiding others, with a background in financial services, complaint resolution, investigative competencies, and/or customer journey familiarity being advantageous
• A solid foundation in Microsoft Office tools (e.g., Word, Excel) and proficiency in computer operations are prerequisites for this role.