Senior Complaints / Customer Liaison Consultant (Financial Services)
Circa £40,000 + £6,200 Company Car + Annual Performance Bonus + Superb Benefits package
Superb organisation that genuine value their staff. Market leader in the wealth management / financial services field.
The main purpose of the role is to provide technical expertise to the Client Liaison / Complaints Division in responding to and learning from clients’ concerns over advice, advisor- service or product-related issues. Working in a small team of 4 you will support the Customer Liaison Division, a team of 30 staff with technical support, complex advice, investigation, coaching and training….
This exciting role will have several key elements; Complex Complaints Review, Quality Assurance, Technical Support, Investigation & Coaching and Training
Day to Day Responsibilities:
Act as quality gatekeeper, protecting the brand, by carrying out QC on complaints and case reviews, including complex complaints
Act as a point of contact for other team members to discuss complex technical and sensitive cases
Maintain and develop the complaint handling approach for Client Liaison
Deliver training for Client Liaison staff, meeting needs identified by managers
Occasionally take a lead on or oversee the investigation of sensitive and high-profile complaints, ensuring these are handled sensitively and promptly
Strong technical knowledge ideally in two or more of the following areas: life, pension, investment or mortgage products, trusts/IHT planning
Experience of regulated complaint handling within the financial services industry
CII Level 4 Diploma in Financial Planning (or equivalent)
Calm and level-headed when handling difficult and emotive situations
PC Literate – including Excel, Word, Outlook
Ability to prioritise workload, work under pressure and meet deadlines
The location: Gloucestershire area
The hours: Monday to Friday 9am – 5pm
The Salary: circa £40,000 + £6,200 Company Car + Annual Performance Bonus + Superb Benefits package
Substantial Performance Bonus based on company performance and personal development, Pension 10% of base salary rising to 12.5% then 15% following length of service. Holiday entitlement 25 days rising to 30 days, Life cover equivalent to ten times base salary, Critical Illness for individual and immediate family, Medical Insurance BUPA, Additional benefits include; SAYE Share Options, Salary & Pension Contribution payable in the first 12 months of illness, Eye-Tests, Refreshments, Childcare Vouchers, Season Ticket Loans.
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