Complaints Administrator in Southampton

Fixed Term Contract Duration - 6 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 procedure with guidelines and timescales regulated by the Financial Conduct Authority. Our aim is to ensure that all reviews are handled in confidence, fairly, consistently and wherever possible resolved to the customers satisfaction at the very earliest opportunity.

To provide support to a team of experienced investigators who are required to investigate and resolve all regulated reviews in a fair and impartial manner. To strictly adhere to deadlines and timescales associated to review resolution, taking ownership of a number of tasks which are essential in the overall process.

The role would ideally be suited to those who are seeking to expand and utilise their knowledge whilst helping the business to deliver good customer outcomes.

About the Role

Level : 3

Department: Quilter Business Services

Location : Southampton

Contract type : Fixed Term Contract (6 months initially)
 

As a Complaint Administrator you will be required to log all expressions of dissatisfaction within a timely manner, adhering to both internal SLAs and regulatory timescales.
 

The role will involve liaising with all stakeholders, Legal entities, and Regulators.

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 and the ability to compile a written responses which should be grammatically correct and free from any industry jargon.
 

The role will require you to be able to manage pressure, remaining focused and calm, particularly when dealing with our advisers and our end-customer. However, 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, prioritise workloads and work on your own initiative.

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.

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.