Quilter
Complaints Administrator
Job Location
Southampton, United Kingdom
Job Description
Fixed Term Contract Duration - 9 Months
What the Hiring Manager says
At Quilter we never stand still. Our foundations are rooted in our extraordinary expertise, which is trusted by hundreds of thousands of customers, but we have great ambitions to stay one step ahead and make an even greater difference to the people and communities we serve.
Our business is transforming, continually modernising and becoming even more customer centric. So if you want to be bold in the pursuit of your ambitions, bring new ideas, and challenge and evolve what we do, it's the perfect time to join us!
A great opportunity to join an experienced and knowledgeable Complaints team, providing a dedicated service to both our adviser firms and end customers alike. Following a formal review into ongoing advice charges, with guidelines and timescales regulated by the Financial Conduct Authority, our aim is to ensure that all internal reviews are handled in confidence, fairly, consistently, and wherever possible resolved to the customers satisfaction at the very earliest opportunity.
We provide support to a team of experienced Complaint Investigators who are required to investigate and resolve all regulated complaints and internal reviews in a fair and impartial manner. To strictly adhere to deadlines and timescales associated to review resolution, taking ownership of various tasks which are essential in the overall process.
Complaints Administration Team Manager
About the Role
Level: 3
Department: Quilter Business Services - Complaints
Location: Southampton, United Kingdom (office-based full-time)
Contract type: Fixed Term Contract
Contract Length: 6 months (initially)
Non-Regulated
As a Complaint Administrator you will be required to log all expressions of dissatisfaction within a timely manner, adhering to both internal service level agreements and regulatory timescales. The role will also involve logging and dealing with the administrative aspects of Remediations and Past Business Reviews.
The role will involve liaising with all stakeholders, financial advisers, the Financial Ombudsman Service and other third parties.
You will need excellent organisational skills and the ability to manage a variety of tasks and responsibilities as you will be dealing with multiple cases at a time. You will also need to ensure that you fully adhere to all the requirements of DISP Resolution (ref: FCA Handbook).
As a Complaint Administrator you will need to have confident communication skills on both the telephone and the ability to compile written responses which must be grammatically correct and free from any industry jargon. You will need to be confident in receiving incoming calls from our advisers, customers and third parties, as well as making outbound calls where necessary.
The role will require you to be able to manage under pressure, remaining focused and calm, particularly when dealing with our advisers and our end-customers. You will always have the full support of your colleagues and management when faced with any contentious scenarios. .
Furthermore, you will need the ability to demonstrate flexibility and prioritise workloads.
About You
Applications from people with diverse backgrounds enables our inclusive organisation to thrive. If you feel you do not match our job description exactly, why not take a chance on yourself and apply? You could be exactly what this role needs.
To succeed in this post, you will need to be highly organised, proactive, and assertive. You should have the ability to manage and prioritise your workload independently and take ownership and responsibility of it.
The nature of the industry and role is one that is fast paced and dynamic. Therefore, we are looking for an individual with the ability to meet tight deadlines, the ability to multi-task and adapt to change quickly. You will also possess excellent written skills and high attention to detail.
We are seeking someone who has a positive and professional attitude with the ability to build strong internal and external relationships. The candidate should have excellent demonstrable customer service skills.
Having previous experience of working within a complaints/remediation environment is essential.
Strong IT skills and proficiency in using Microsoft packages is also essential.
Do the right thing: We act with integrity and are proudly committed to going above and beyond in service of our clients and the support we provide our communities.
Always curious: We continuously seek new ideas and knowledge so we're one step ahead of our clients' needs. We look for inspiration everywhere and encourage experimentation, recognising that this is how we create brilliant solutions for brighter futures.
Embrace challenge: We aim high to transform our potential into meaningful outcomes. With ambition as our driving force and a steadfast commitment to growth, we succeed for the good of every generation.
Stronger together: Combining our diverse talents, we accomplish more collectively than we ever could do alone. We speak openly, actively listen, and support each other, and constructively challenge and embrace new ideas. We seek empowerment and demonstrate ownership and trust, with the confidence to make impactful decisions.
#LI-IC1
Core Benefits
Holiday: 26 days
Quilter Incentive Scheme: All employees are eligible to participate in our incentive scheme, based on the company's performance and their contribution to it
Pension Scheme: 10% non-contributory company pension scheme that can be boosted through personal contributions
Benefit Allowance: A cash benefit allowance is payable in lieu of some of our core benefits.
In addition to our core benefits we offer a range of flexible benefits that you can choose from and pay for conveniently via a salary deduction.
Location: Southampton, GB
Posted Date: 10/5/2024
What the Hiring Manager says
At Quilter we never stand still. Our foundations are rooted in our extraordinary expertise, which is trusted by hundreds of thousands of customers, but we have great ambitions to stay one step ahead and make an even greater difference to the people and communities we serve.
Our business is transforming, continually modernising and becoming even more customer centric. So if you want to be bold in the pursuit of your ambitions, bring new ideas, and challenge and evolve what we do, it's the perfect time to join us!
A great opportunity to join an experienced and knowledgeable Complaints team, providing a dedicated service to both our adviser firms and end customers alike. Following a formal review into ongoing advice charges, with guidelines and timescales regulated by the Financial Conduct Authority, our aim is to ensure that all internal reviews are handled in confidence, fairly, consistently, and wherever possible resolved to the customers satisfaction at the very earliest opportunity.
We provide support to a team of experienced Complaint Investigators who are required to investigate and resolve all regulated complaints and internal reviews in a fair and impartial manner. To strictly adhere to deadlines and timescales associated to review resolution, taking ownership of various tasks which are essential in the overall process.
Complaints Administration Team Manager
About the Role
Level: 3
Department: Quilter Business Services - Complaints
Location: Southampton, United Kingdom (office-based full-time)
Contract type: Fixed Term Contract
Contract Length: 6 months (initially)
Non-Regulated
As a Complaint Administrator you will be required to log all expressions of dissatisfaction within a timely manner, adhering to both internal service level agreements and regulatory timescales. The role will also involve logging and dealing with the administrative aspects of Remediations and Past Business Reviews.
The role will involve liaising with all stakeholders, financial advisers, the Financial Ombudsman Service and other third parties.
You will need excellent organisational skills and the ability to manage a variety of tasks and responsibilities as you will be dealing with multiple cases at a time. You will also need to ensure that you fully adhere to all the requirements of DISP Resolution (ref: FCA Handbook).
As a Complaint Administrator you will need to have confident communication skills on both the telephone and the ability to compile written responses which must be grammatically correct and free from any industry jargon. You will need to be confident in receiving incoming calls from our advisers, customers and third parties, as well as making outbound calls where necessary.
The role will require you to be able to manage under pressure, remaining focused and calm, particularly when dealing with our advisers and our end-customers. You will always have the full support of your colleagues and management when faced with any contentious scenarios. .
Furthermore, you will need the ability to demonstrate flexibility and prioritise workloads.
About You
Applications from people with diverse backgrounds enables our inclusive organisation to thrive. If you feel you do not match our job description exactly, why not take a chance on yourself and apply? You could be exactly what this role needs.
To succeed in this post, you will need to be highly organised, proactive, and assertive. You should have the ability to manage and prioritise your workload independently and take ownership and responsibility of it.
The nature of the industry and role is one that is fast paced and dynamic. Therefore, we are looking for an individual with the ability to meet tight deadlines, the ability to multi-task and adapt to change quickly. You will also possess excellent written skills and high attention to detail.
We are seeking someone who has a positive and professional attitude with the ability to build strong internal and external relationships. The candidate should have excellent demonstrable customer service skills.
Having previous experience of working within a complaints/remediation environment is essential.
Strong IT skills and proficiency in using Microsoft packages is also essential.
Do the right thing: We act with integrity and are proudly committed to going above and beyond in service of our clients and the support we provide our communities.
Always curious: We continuously seek new ideas and knowledge so we're one step ahead of our clients' needs. We look for inspiration everywhere and encourage experimentation, recognising that this is how we create brilliant solutions for brighter futures.
Embrace challenge: We aim high to transform our potential into meaningful outcomes. With ambition as our driving force and a steadfast commitment to growth, we succeed for the good of every generation.
Stronger together: Combining our diverse talents, we accomplish more collectively than we ever could do alone. We speak openly, actively listen, and support each other, and constructively challenge and embrace new ideas. We seek empowerment and demonstrate ownership and trust, with the confidence to make impactful decisions.
#LI-IC1
Core Benefits
Holiday: 26 days
Quilter Incentive Scheme: All employees are eligible to participate in our incentive scheme, based on the company's performance and their contribution to it
Pension Scheme: 10% non-contributory company pension scheme that can be boosted through personal contributions
Benefit Allowance: A cash benefit allowance is payable in lieu of some of our core benefits.
In addition to our core benefits we offer a range of flexible benefits that you can choose from and pay for conveniently via a salary deduction.
Location: Southampton, GB
Posted Date: 10/5/2024
Contact Information
| Contact | Human Resources Quilter |
|---|