• Job Description

  Req#: 10091529
  Capita are looking for an experienced Complaints Handler to work on a permanent basis, with a hybrid working arrangement out of either our Glasgow or Manchester office.
  
  Working with one of our major Life & Pensions clients, you will investigate and resolve complaints related to various products, in line with FCA requirements and client service level agreements.
  
  You’ll be expected to investigate the causes of customer dissatisfaction and resolve service complaints in line with procedures and regulatory requirements whilst identifying and escalating root cause trends and issues that arise. You’ll liaise with ombudsman services as appropriate and share knowledge and expertise with other team members, contributing to a positive and supporting team culture.
  
  The role will primarily be homes based, with a requirement to work from our Manchester office, likely once per week – as such it is essential that you live within a commutable distance from Manchester City Centre. The role will be 37.5 hours per week, Monday to Friday.
  
  Capita is an equal opportunity and disability confident employer.
  Job title:
  Complaint Handler - Life & Pensions
  Job Description:
  What you’ll be doing:
  • Investigating the causes of customer dissatisfaction and resolve service complaints in line with procedures and regulatory requirements.

  • Identifying and escalating root cause trends and issues that arise.

  • Liaising with ombudsman services as appropriate.

  • Sharing knowledge and expertise with other team members, contributing to a positive and supporting team culture.

  • Identifying opportunities to build positive customer relationships and provide excellent customer service.
  What we’re looking for:
  • Experience of working in an FCA regulated Financial Services environment handling, and resolving escalated complaints is essential.

  • Knowledge of the various Life & Pensions products is desirable.

  • Be able to product bespoke response letters from scratch.

  • Strong verbal and written communication skills.

  • Ability to manage varying workloads and priorities.

  • Strong organisational and time management skills.

  • Excellent problem-solving skills.
  What’s in it for you?
  • Hybrid working arrangement, likely to be 80% from home and 20% (1 day per week) from the office.

  • 23 days’ holiday (rising to 27) with the opportunity to buy extra leave

  • Company matched pension, life assurance, a cycle2work scheme, 15 weeks’ fully paid maternity, adoption and shared parental leave, paternity pay of two weeks…and plenty more

  • The opportunity to take a paid day out of the office, volunteering for our charity partners or a cause of your choice

  • Voluntary benefits designed to suit your lifestyle – from discounts on retail and socialising, to health & wellbeing, travel and technology

  • Access to our Employee Network Groups, which represent every strand of diversity and allow colleagues to connect and learn from each other on an open, inclusive platform

  • You’ll get the chance to follow your chosen career path anywhere in Capita. You’ll be joining a network of 55,000 experienced, innovative and dedicated individuals across multiple disciplines and sectors. There are countless opportunities to learn new skills and develop in your career, and we’ll provide the support you need to do just that. Our purpose is to create a better outcome for you.
  What we hope you’ll do next:
  Choose ‘Apply now’ to fill out our short application, so that we can find out more about you.
  About Capita Regulated Services
  At Regulated Services, we’re transforming the world of life, pensions, and mortgage services. We’re delivering responsible and sustainable services, helping our clients to respond to changing market factors and adapt to the needs of their customers both now and in the future. Our teams work with clients across the UK and Worldwide, offering a range of services from end-to-end administration, digital technology and business support to lending, account and arrears management. Join us and discover better as you shape the future of regulated services.
  What’s Next?
  If this role is of interest to you, please click below to register, apply and track your progress! A member of our Resourcing Team will review your application and be in touch.
  Equal Opportunities
  We’re an equal opportunity and Disability Confident employer, which means we recruit and develop people based on their merit and passion. We’re committed to providing an inclusive, barrier-free recruitment process and working environment for everyone. If you need the job description or application form in an alternative format (such as large print or audio), or if you’d like to discuss other changes or support you might need going forward, please email Iqbal at reasonableadjustments@capita.com or call 07784 237318 and we’ll get back to you. For more information about equal opportunities and process adjustments, please visit the Capita Careers website.
  Location:
  Glasgow
  ,
  United Kingdom
  Time Type:
  Full time
  Contract Type:
  Permanent

• About the company

  Capita is a consulting, digital services and software business, delivering innovative solutions and simplifying the links between businesses and customers, governments and citizens. We partner with clients to transform their businesses and services, taking on the complex and difficult things – so they don’t have to. As part of the fabric of UK society, we’re helping millions of people every day. Find out about what it's like to work for Capita: http://www.youtube.com/playlist?list=PL621945481482AF24&feature=plcp

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