Complaints Administrator - 12mth FTC

Stirling, Scotland, United Kingdom

12/19/2024

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

The Role - 12mth Fixed Term Contract

We have an exciting opportunity for a Complaints Administrator to join our M&G Wealth Platform Complaints team in Bath, Stirling or Edinburgh. We will consider flexible working arrangements and frequent homeworking.

In this role you will identify and log complaints as they arrive into the department and ensure that all regulatory letters are issued accurately and on time. You will manage incoming mail and calls efficiently and effectively and, where possible, contact customers by letter or by telephone to resolve their complaints swiftly.

You will be able to identify certain trends and highlight where appropriate, enabling Experienced Colleagues in the team to implement changes to processes and procedures with a view to reducing future complaints.

There has never been a more exciting time to join Platform Complaints, where the right candidate will thrive in a climate of fast-paced business and regulatory change. We are looking for a natural communicator and problem solver and for you to be customer-centric by nature.

Key Responsibilities for this role:

• Deliver exceptional customer service by maintaining a positive and professional approach at all times
• Manage the incoming workload effectively, identifying and logging complaints and ensuring that all regulatory letters are issued on time
• Handle incoming calls, answering customer queries or directing the calls to the case handler as required
• Issue ad-hoc communications as needed or requested
• Identify complaints that can be resolved “at source” and contact complainants with a view to reaching a satisfactory resolution
• Ensure that all complaints are correctly identified and work with other areas of the business to ensure that non-complaints are handed off promptly
• Work as part of a team to achieve shared goals
• Identify certain trends and escalate via established channels
• By observation, recognise and suggest opportunities for process improvement
  
  

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
• Ability to organise daily workload and change priorities, often at short notice
• Ability to investigate and resolve problems and present sound reasoned arguments to support your outcome
• Decisiveness
  
  

Job Level: Colleague

Recruiter: Sarah Mathers

Closing Date: 15 January 2024

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: careers@mandg.com