Job Description

• Investigate complaints thoroughly and document findings.
• Discuss outcome of investigation with the complainant by telephone.
• Where required, write to the complainant to explain your findings, using agreed templates and Client company style guide.
• Liaison between Management Companies, Customers, Client Relationship Managers (CRM's), Group Compliance and administration areas, concerning the resolution of complaints.
• Establish and record complaints root cause data to provide Management with analysis and regular feedback.
• Resolution of all complaints within SLA, meeting KPIs and complying with Regulatory deadlines and rules.
• Accurate and timely data input to maintain the complaint information within SLA and in a compliant manner.
• Ensure all work is reviewed prior to submission for quality checking to minimise re-work.
• Alert team manager to any trends detected whilst resolving a complaint.
• Application of the escalation procedure in the event of serious complaints and potential problem which may impact adversely on the Complaint's team's ability to meet SLA's and or regulatory requirements.
• Assesses complaints and makes redress recommendation to demonstrate a fair and reasonable solution.
• Follow documented department procedures and Client specifics.
• Effective organisation: Respond positively to the goals of the Clients and Client Services Complaints. Meet regularly with your Manager to discuss issues and ideas. Display flexibility and adaptability at all times in response to the challenging, changing environment
• Service Delivery: Meet and exceed client expectations in line with Service Level Agreements (SLAs). Strive to exceed minimum quality standards in line with house styles. All contact with Clients and their customers must be of a high standard, whether written or verbal
• To carry out any other duties which are within the employee's skills and abilities whenever reasonably instructed.

Required Knowledge, Skills, and Abilities