Job Title: Breach and Complaint Specialist
Location: Reading / Hybrid
Salary: Competitive
Job type: Permanent, Full time
Guardian was “re-born” with a simple objective….to make life better. It’s at the core of everything we do, and we’ve worked hard to turn an idea into an exciting business proposition. We’ve bought together the best capability, technology, and people to create a business that challenges conventional thinking, and approaches things differently.
We believe that by being trusting we will be trusted in return. For our business that means providing Financial Advisers and their clients with products and services that they can be certain of. For you that means being part of a team where you can really make a difference, and part of a culture that is driven to make life better. You’ll be in an environment that you can trust to do everything it can to help you grow and succeed.
If you are looking for an exciting career in sales and be part of an innovative and growing business then join us at Guardian to experience ‘Life. Made better’.
About the role:
The Breach and Complaints Specialist reports to the Oversight & Controls manager and is responsible for oversight of Complaints and Breaches to support Guardian’s Customer Service proposition to achieve the target business outcomes, including:
- Ensuring Guardian’s Customer Services proposition for both advisers and customers is delivered ensuring that the quality of our services continues to meet and be recognised for leading the market.
- Responsible for oversight and management of Customer and Distributor complaints; adhering to regulatory rules and ensure al I complaints are responded to in a timely manner and balance the interests of the Customer and the business.
- Responsible for oversight of all Breach cases raised in Operations: oversee the resolution of individual breaches liaising with the relevant parts of the business to support resolution when necessary.
- Responsible for reporting and working to resolve relevant breaches to/with SFA and PSG as required
- Analyse breach and complaint root cause analysis and report findings to Head of Customer services and Operational Risk Manager.
- Provide feedback to Operational Team Managers to ensure competency of the Operations department is maintained/ improved.
- Liaise with IT defect manager to find solutions to system issues to reduce the manual workaround processes within the business.
- Collaborate with Continuous Improvement function to ensure Standard Operating Procedure documents are reviewed against documented review dates and are maintained ad-hoc where changes in process are implemented through either regulatory change. breach & complaint root cause analysis or system enhancements.
About you:
Key skills Required:
- Problem solving
- Good analytical skills
- Good communication skills both written and verbal
- Ability to work with colleagues at all levels and with external parties
Objectives:
- Meeting agreed regulatory and internal Service Levels for complaint investigation and responses
- Meeting time bound review of Standard Operating Procedure documents
- Meeting agreed quality standards, including QA, complaints and breaches
Compliance:
- Incorporating & ensuring adherence to the FCA’s 2Treating Customers Fairly” consumer & conduct risk requirements
- Completion of all mandatory compliance training
Please click on the APPLY button to be directed to the company’s recruitment page.
Candidates with the relevant experience or job titles of; Complaints Handler, Complaints Officer, Customer Service Representative, Customer Support, Customer Service Executive, Customer Service Consultant, Customer Aid, Customer Support Advisor, Customer Services Officer, Client Services Support, Client Support Agent and Customer Services Administrator.
