Technical Complaints Officer

ENGINEERINGUK; Bath; On-site; GBP 30,000 - 50,000; Full time

Job description

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Sector: Banking and Financial Services
Role: Executive
Contract Type: Permanent
Hours: Full Time

At M&G, our purpose is to give everyone real confidence to put their money to work. As an international savings and investments business with roots stretching back more than 170 years, we offer a range of financial products and services through Asset Management, Life and Wealth. All three operating segments work together to deliver attractive financial outcomes for our clients and superior shareholder returns.

Through our behaviours of telling it like it is, owning it now, and moving it forward together with care and integrity; we are creating an exceptional place to work for exceptional talent.

We will consider flexible working arrangements for any of our roles and also offer workplace accommodations to ensure you have what you need to effectively deliver in your role.

The Role: Technical Complaints Officer - 12mth FTC

• Support complaints team activities to run smoothly and to regulatory standards by helping colleagues in the team.
• Drive complaints handling performance, management information and feedback to management.
• Oversee Quality Assurance within the team with the purpose of achieving low re-open rates.
• Support complaint review process, including data gathering, customer contact and decision making.

Responsibilities:

• Support managing the team's workload
• Tackle issues arising from the recent complaints audit, setting the team up for future success
• Support the wider business with SME insight and regulatory knowledge
• Build stronger internal stakeholder relationships through engagement and education / ongoing packs and reporting.
• Support complaints team to resolve complaints swiftly, accurately and with the best possible customer outcomes
• Provide dedicated, ongoing focus to complaints team performance
• Quality manager (QA)
• Coaching the complaints team
• Board MI, FOS and FCA engagement
• SME knowledge in forums/committees
• Engagement with the business
• FCA reporting
• Root Cause Analysis and engagement with business areas for resolution action

Key Knowledge, Skills & Experience:

• Experience of working in a customer service environment
• Strong communication skills, both written and verbal, and a confident telephone manner
• Excellent organisational and time-management skills
• PC literate
• Highly customer focused

Job Level: Experienced Colleague
Recruiter: Sarah Mathers
Closing Date: 11 April 2025

We have a diverse workforce and an inclusive culture at M&G plc, underpinned by our policies and our employee-led networks who provide networking opportunities, advice and support for the diverse communities our colleagues represent. Regardless of gender, ethnicity, age, sexual orientation, nationality, disability or long-term condition, we are looking to attract, promote and retain exceptional people. We also welcome those who take part in military service and those returning from career breaks.

M&G is also proud to be a Disability Confident Leader, and we welcome applications from candidates with long-term health conditions, disabilities, or neuro-divergent conditions. Being a Disability Confident Leader means that candidates who meet the minimum criteria of a job will be offered an interview if they 'opt in' to the scheme when applying.

If you need assistance or an alternative means of applying for a role due to a disability or additional need, please let us know by contacting us at: [e-mail]

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