Customer Service Complaints Handler Macclesfield, England
Job description
Job Title: Customer Service Complaints Handler
Contract Type: Permanent
Location: Alderley Edge, Edinburgh or Glasgow
Closing date: 30th April 2023
Salary and Benefits: We offer a base salary of up to £30,000 dependant on your experience. In addition to this we offer great benefits which include: 28 days holiday + bank holidays (with the option to buy and sell), annual bonus and salary reviews, discounts, a market leading pension package, with the opportunity to tailor benefits to suit your preferences.
At Royal London we believe your difference is our strength and our organisation benefits from the different perspectives that diversity brings. Studies have shown that people from under-represented groups are less likely to apply unless they meet every requirement. So, if you’re excited about this role but your past experience isn't a perfect fit with the job description, we encourage you to apply anyway as you may be the right candidate for this or other opportunities.
About the role
We are looking for 7x Complaints Handlers to join the Customer Relations team who are responsible for providing an efficient high quality service to internal and external customers ensuring all types of complaints are administered and resolved in accordance with the agreed company and regulatory standards.
The role encompasses over 700 products, numerous books of business and various complaint types so it’s an extremely varied and interesting role giving you exposure to all areas of the business.
Key responsibilities
Investigate and resolve customer complaints keeping the customer informed throughout
Ensure complaints are logged and dealt with in a timely manner
Ensure complaints are promptly investigated and reasoned recommendations made on the resolution of the complaints
Action the completion of Redress calculations and payments
Criteria
Experience of complaint handling within financial services
Administration and customer services experience within the life and pensions business
A passion for quality customer service
An ability to manage and prioritise multiple tasks
What we offer
We've always been proud to reward our employees by offering a number of great benefits including:
A generous group pension scheme (up to 14% matching employer contribution)
28 days annual leave plus bank holidays with the option to buy/sell up to 5 days
Annual company and performance-based bonus
Life assurance (up to 8 x annual salary)
Enhanced parental leave policies
Private medical insurance
Employee Assistance Programme - Access 24/7 to confidential health, legal & financial advice
Full details can be found on our benefits page
About Royal London
Royal London is the largest mutual life insurance, pensions and investment company in the UK. Since its foundation 160 years ago, Royal London has supported millions of people to protect and provide for themselves and their families.
At Royal London, our People Promise is that we will all work somewhere inclusive, responsible, enjoyable and fulfilling. This promise has been at the heart of our approach to hybrid working, ensuing a balance of time working in our offices, supporting the culture of collaboration and inclusion and some working time from home, so we can all continue to benefit from the flexibility this brings. Our hybrid working approach is built around our mutual mindset, thinking about what is good for us as individuals (the ‘me’) and in the context of what is right for our customers, our colleagues and The Royal London group (the ‘we’). Together we belong- collaborate – learn and perform.
Our expectation is that colleagues working in hybrid roles will come into the office for 50% of their time, and the rest from home. We want to be as consistent as we can with our approach but we also appreciate some colleagues need adjustments based on personal circumstances. (e.g. to support a disability, or caring responsibility) and / or may wish to formally seek a flexible working pattern in line with our flexible working policy.
We appreciate the world of work continues to evolve and we will continue to listen to our colleagues’ views on this whilst ensuring our on-going approach is right for our business and customers.
We are an equal opportunities employer. We work hard to attract the best talent for our award-winning team. We believe that embracing difference makes us stronger. Our diverse people bring us different skills – whatever their educational background, disability, gender, age, sexual orientation, race, religion or belief.
Our Alderley Park office is situated in 400 acres of natural parkland, based 2.2 miles south of Alderley Edge and 6.5 miles from Macclesfield in our newly refurbished site. We offer a free shuttle service to and from the office from Wilmslow train station and offer free on-site parking with electric car charging points.
