Complaints / Customer Relations Support

Posted 21 June by ARC Ltd

** A genuine opportunity for people with complaints, compliance, claims or any type of investigatory experience to advance their career long-term ** A global Financial Services employer ** Total earnings c.£25,000 ** Impressive complex holding over 1600 people and expanding.

The Company: Our client is a leading Financial Services employer, serving investors all over the world, managing all significant asset classes for institutional and retail investors in long-term savings products - namely ISA’s, OEIC’s and Unit Trusts. They manage £150billion+ worldwide.

The Division: The Customer Relations function is hugely important to the business. The team deal with incoming queries received by email and post as well as some overflow calls transferred by the contact centre and queries that are too technical for the contact centre to deal with. Queries can include anything from fund performance questions to FSA reportable complaints and highly complex queries.

The Role: In this role, you will provide operational resolutions on customer accounts, and respond, by letter, email and telephone to incoming queries from customers, ensuring you provide excellent customer service. Most of your work will be investigative by nature. The hours are 8-4, 9-5 and 10-6 on a rotating shift with the opportunity for overtime. Around 70% of your work will be complaints casework and 30% dealing with a variety of escalated telephone queries.

This role is extremely varied, you will be in contact with a variety of people, sometimes liaising directly with customers/investors, sometimes with their Financial Advisers who could be querying commission payments, whilst you will also need on occasion to deal sensitively with deceased account issues. The aim is to not only respond with a level of detail and quality that meets and/or exceeds customer expectations, but to address the root cause of the query, providing appropriate operational fixes to customer accounts, whilst ensuring regulatory requirements are met and all interactions with the customer handled in a timely manner. Around 30% of cases are resolved over the phone. Most of the roles are initially 12 month contracts, but the vast majority of these turn perm in around 6-9 months.

Skills / Experience Required: Our client is looking for people with previous complaints, compliance, claims or some type of investigation experience. Experience in writing letters is also desirable and you must possess excellent organisation and communication skills with the ability to manage several tasks simultaneously. You should be able to work under pressure, to tight deadlines with accuracy and attention to detail. Other traits sought are a positive attitude, able to empathise and willing to listen, learn and being open to new working practices/procedures.

Additional Information: The salary is c.£21,500 with bonus c.£1,500 in addition and you will be asked to work one Saturday per month, for which you get overtime at double rate, earning you c.£1,800 + a £350 supplement with the flexibility to do more, so your earnings would likely be around £25,000. The pension is very good - if you contribute 3%, our client adds on another 13% (c. £2,800) meaning the package is easily worth around £28,000 with additional life and health benefits.

The Complaints / Customer Relations Support position is only one of many vacancies we are handling. ARC is a specialist within Financial Services recruitment and the Consultant handling this role has over 20 years experience in this field. Areas of expertise include employee benefits/group risk, compliance, pensions, flexible benefits, paraplanners, sales support, underwriters and IT related roles. We predominately focus on London and The Home Counties, although we have also been successful in offering national solutions and overseas. Check the website at and feel free to call Darren Snell at any time.

Required skills

  • Case Management
  • Complaints
  • Compliance
  • Financial Services
  • Claims Handling

Application questions

Do you have complaints, compliance, claims or investigatory experience?
Do you have work based letter writing experience?
Are you a career person, do you want to learn/develop?

Reference: 33134097

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