Prudential Jobs Uk -Complaints Officer In Edinburgh

Overview

Position Title: Complaints Officer

Company: M&G plc

Location: Edinburgh, Scotland, United Kingdom

Job Description

At M&G our vision is: to become the best loved and most successful savings and investment business and we’re looking for people who are excited about joining us on our journey. We’re digitally transforming and investing heavily in technology and innovation to develop new and improved customer propositions that really raise the bar for our customers. To help us achieve our vision we’re looking for exceptional people who live our values and behaviours and who can inspire others; embrace change; deliver results and keep it simple.

Responsibilities:

• Ensure complex complaints are promptly investigated and reasoned recommendations made on the resolution of the complaints.
• Leading by example with inspiration and enthusiasm to achieve the business objectives. This includes ensuring the timely investigation and resolution of complaints and also co-operation with the relevant Ombudsman. This will be in accordance with all internal and external regulatory and legislative guidelines, whilst promoting a customer focused environment.
• The Complaint Officer will ensure that complaints are handled in accordance with internal procedures and in compliance with FCA complaint handling rules and guidelines, and undertake thorough root cause analysis to help drive continual business improvement.
• Ensure all complaints are handled in accordance with regulatory and legislative framework and in accordance with company standards maintaining comprehensive records

Requirements:

• Educated to relevant degree level or have equivalent business experience
• Extensive knowledge of wrap platforms and the underlying products offered
• Full awareness of strategic and corporate issues
• Excellent written and verbal communication skills
• In depth knowledge of company products and systems
• CISI Investment Operations Certificate or CII, CF1, RO1 and FA2 qualifications desirable
• Experience of complaint handling across all complaint types
• Working knowledge of the FCA complaint handling rules (DISP)