Complaint Handler - PPI

Staffordshire  ‐ Onsite
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Description

ROLE PROFILE

ROLE TITLE: MPPI Complaint Handler

LOCATION: Leek

PURPOSE

To carry out a wide range of analysis work on MPPI complaints and business driven PPI past business review, to ensure a customer focused, efficient resolution.

KEY ACCOUNTABILITIES

  • To undertake detailed independent assessment, and provide guidance, advice and solutions to customer MPPI complaints and past business review cases.
  • Utilise specialist knowledge, skills and behaviours to effectively achieve a successful outcome to MPPI complaints and past business review cases, whilst maintaining the maximum possible level of customer satisfaction, including effective customer retention.
  • Contact customers and third parties by phone to assist in resolution of customer MPPI complaints and past business review cases.
  • Ensure MPPI complaints and past business review cases are handled in a timely, accurate and effective manner in accordance with internal and external regulatory requirements
  • Understand, maintain and apply knowledge on regulatory and legal matters to ensure their smooth and efficient application
  • Support and promote compliance with regulatory and legal matters within the role
  • Regularly seeks feedback on personal performance and responds to maintain high levels of customer satisfaction
  • Pro actively monitor customer MPPI complaints to identify opportunities for process improvements to improve the customer experience and financial efficiencies
  • Participate in processes to review, plan and implement activities to improve the customer complaint handling experience
  • Develop and maintain relationships with key stakeholders
  • Undertake investigations to defined briefs to support the functioning of the area
  • Sets high personal standards
  • Shares knowledge, ideas and information freely to assist others within the team
  • Develop and maintain an extensive knowledge of relevant products, processes and procedures

DECISION MAKING/FREEDOM TO ACT

  • Review and assess customer complaints and determine appropriate response

STAKEHOLDERS

Regular interaction with customers/CMCs, colleagues

TREATING CUSTOMERS FAIRLY (TCF)

  • Maintain a good understanding of TCF requirements relevant to the role, ensuring compliance and that due regard is paid to the interests of customers and customers are treated fairly.
  • Ensure TCF requirements are fully reflected in Performance Development objectives, both own and team where appropriate

KNOWLEDGE, SKILLS AND EXPERIENCE REQUIRED:

Essential

  • Excellent understanding of, and works within a regulatory environment
  • Ability to clearly, concisely and accurately communicate with internal and external customers a full range of detailed information, both verbally and in writing, from a variety of sources, using persuasive and negotiating skills
  • Capable of making appropriate complaint handling judgements
  • Highly developed and proven customer service skills
  • Ability to work in a highly challenging environment whilst maintaining the customer at the forefront of all activities
  • Effective capability in customer interaction

Desirable

  • Has an excellent understanding of, and works within, external regulator environment matters
  • Posses process, procedure, system and product knowledge
  • Knowledge of complaint handling polices, processes and procedures
  • Tenacious in their approach to problem solving
  • Ability to work well in a team and to deal with colleagues
  • Good understanding of complaint management systems and software
  • Monitors and prioritises workload to achieve deadlines
  • Extensive knowledge relevant systems and processes
  • Experience of resolving a range of complaints

COMMITTEES

SUBSIDIARY BOARDS

CONDUCT RISK

Level G

Maintain a good understanding of Conduct Risk requirements relevant to the role, ensuring compliance and that due regard is paid to the interests of customers and customers are treated fairly.

Start date
n.a
Duration
12
From
Pontoon
Published at
26.05.2017
Project ID:
1350790
Contract type
Freelance
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