Complaints Handler 12 Month Fixed Term Contract Maternity Cover

A global, digitally enabled business that empowers a brighter future by connecting millions of people with their assets – safely, securely and responsibly. Through our two businesses MUFG Retirement Solutions and MUFG Corporate Markets, we partner with a diversified portfolio of global clients to provide robust, efficient and scalable services, purpose-built solutions and modern technology platforms that deliver world class outcomes and experiences. A member of MUFG, a global financial group, we help manage regulatory complexity, improve data management and connect people with their assets, through exceptional user experience that leverages the expertise of our people combined with scalable technology, digital connectivity and data insights.



Overview

Thoroughly investigate and resolve service complaints and causes of customer dissatisfaction, in line with procedures, regulatory requirements and client service level agreements. Work closely with other functions, business areas and clients to provide the very highest level of customer service identifying and reporting root causes of dissatisfaction and complaints, identifying actions and process, procedural improvements and training to reduce the incident of complaints and dissatisfaction

Key Accountabilities and Main Responsibilities

• Investigate the causes of customer dissatisfaction and resolve service complaints in line with procedures and regulatory requirements.
• Undertake and report root cause analysis, identifying trends and issues that arise by process, product or complaint type, including gaps in policies, procedures and training.
• Identify opportunities to build positive customer relationships and provide excellent customer service.
• Review the outcome of appeals handled by both the company, client and / or Trustee, ensuring that results and learnings are understood and that complaint handling procedures, guidelines and local processes are amended accordingly.

Developing and delivering accurate and effective responses, via both written and verbal communication.

Resolving complaints amicably, considering any level of redress for distress and inconvenience. 

Acting as a key contact for regulatory and ombudsman referred complaints.

Act as a central point of reference for complaints  

Provide timely and thorough feedback where there are learning points for individuals and teams.

Provide coaching to the operational teams regarding complaint outcomes and causes

Encourage active compliant resolution at first point of contact and where ever possible by verbal and direct channels

Ensure that all complaint processes and procedures are kept up to date

Experience & Personal Attributes

• Experience of working in financial services organisations and/or customer service environment.
• Knowledge and experience of complaint procedures and regulatory requirements.
• Professional manner when dealing with complex complaint cases
• A general awareness of products / services & systems used within the company
• Strong communication skills, telephone, written and face to face 
• Good PC skills including knowledge of Microsoft Word, Outlook and Excel
• Ability to take ownership and make decisions
• Sound negotiation skills, when dealing with complex/ financial complaint cases
• Analytical experience and ability to identify trends and root cause
• Ability to remain calm under pressure and provide measured and well-articulated responses
• Ability to coach and feedback effectively to teams and individuals, peers and senior managers
• Proven experience within the Financial Services/Insurance Industry
• Process improvement skills
• Service excellence knowledge
• MI development and interpretation
• Relevant complaints/financial services qualifications
• Embraces change and continuous improvement
• Effective  interpersonal skills
• Team working and collaboration
• Ability to influence teams and individuals
• Proactive and solution focussed
• Evidenced good role model behaviours
• Strong and effective communication skills both verbal and written