Complaints Coordinator
$28,840–$28,840 year
HybridManchester, England, United Kingdom
Job Summary
Handle all complaints accurately under FCA Dispute Resolution requirements, ensuring prompt acknowledgment and adherence to internal SLAs. Conduct investigative work to produce formal responses and issue detailed final letters within specified timeframes. Maintain full records in the Complaints Management System, sign off on responses and compensation, and follow up on payment arrangements for ex gratia payments. Liaise with other departments regarding feedback and improvements derived from complaints. Assist the Customer Relations Manager in other areas as required. This role supports AJ Bell's mission to make investing simpler and more accessible for over 762,000 customers.
Required Qualifications
- Previous experience in an informal and/or formal complaints based role
- Significant experience of working in a financial services administration role
- Exceptional customer focus and passion for achieving the right outcomes for our customers
- Excellent letter writing skills
- Exceptional inter personal skills in dealing with customers, advisers and internal departments
- Meticulous attention to detail in ensuring records of all complaints are detailed and the audit trail is maintained at all times
- Knowledge of FCA requirements for complaints handling
- Strong knowledge of the financial services industry
- Hybrid working, with a minimum of 50% of your working time per month spent in the office
Desired Qualifications
- Knowledge of pension administration, ISAs is desirable but not essential
- A background in dealing would be of strong benefit, but is not essential
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