Complaints case manager

Posted 8 April by Pure Resourcing Solutions
Easy Apply
£25,000 - £30,000 per annum
Ipswich , Suffolk
Permanent, full-time
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Posted by Pure Resourcing Solutions
Compliant Case Manager
Monday-Friday 9am-5:30pm (Fridays 5pm)
£25,000-£30,000pa

We’re looking for a Case Manager to join our Client Relations team on a permanent basis. This varied role is critical in supporting our Service Excellence objectives by using a variety of dispute resolution skills and risk management techniques to ultimately ensure positive customer outcomes are achieved.
You’ll work as part of a tight-knit team to respond and resolve complex and/or regulatory complaints relating to multiple products. Case Managers are also responsible for investigating internally identified (and potential) errors that pose a financial or reputational risk for the company, whilst remaining accountable for customer and advisor care.
You’ll enjoy taking the opportunity to showcase our first-class service and give our customers and advisers a positive experience to share with their friends and colleagues. This role will also give you the opportunity to interact with and build strong relationships with other departments.

Key Responsibilities
  • Handling complaint and price comparison cases to agreed standards and in compliance with the Code of Conduct at all times.
  • Using detailed knowledge and investigative skills to fully explore cases.
  • Developing formal and informal networks throughout the company to facilitate information gathering.
  • Providing expert advice when resolving complaints
  • Proactively contacting investors and managing cases, setting expectations, and delivering excellent customer service throughout
  • Capturing all details and progress of a complaint, categorising it in accordance with business and FCA standards
  • Identifying ways to improve customer service and complaint handling, sharing specialist knowledge, and transferring skills as appropriate within the business with a view to educating and enabling colleagues to identify and pre-empt potential complaints.


Key Skills
  • Experience of writing customer complaint response letters
  • Good discretion and judgment, when dealing with a wide range of situations
  • The ability to communicate and translate the technically complex so that it is easily understood, both verbally and written
  • Confidence to use your own initiative and problem-solving skills.
  • Ability to prioritise and remain agile with conflicting work demands.
  • A positive, empathetic, and professional attitude
  • The ability to establish and maintain relationships with investors, advisors, and the Ombudsman.
  • To be inquisitive and challenge existing protocols and procedures to ensure they remain fit for purpose.
  • Ability to influence and negotiate effectively, at all levels.
  • Strong analytical and investigative skills
  • The ability to think broadly and intuitively in terms of what is the fair and reasonable course of action for an investor.
  • Experience of working within an investor/adviser-focused department
  • Strong knowledge of HMRC pension rules and SIPP / SSAS / ISA / Wrap platforms

Required skills

  • complaints

Reference: 52437075

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