Complaint Handler
Dorset, England, GB
2h ago

Becoming a Complaints Handler with Capita Life and Pensions

We are looking for a Complaints Handler to join our Life and Pensions team. Your job will be to investigate and resolve service complaints in line with DISP requirements and client service level agreements (SLAs).

What you’ll be doing :

  • Investigate the causes of customer dissatisfaction and resolve service complaints in line with procedures and regulatory requirements.
  • Identify and escalate root cause trends and issues that arise by process, product or complaint type, including gaps in policies and guidelines.
  • Liaise with ombudsman services as appropriate.
  • Identify and escalate any inconsistency issues in relation to quality and competency checking.
  • Identify opportunities to build positive customer relationships and provide excellent customer service.
  • Review outcome of appeals handled by both the ombudsman services and the company, ensuring that results and learnings are understood and that complaint handling guidelines and local processes are amended accordingly.
  • What we’re looking for :

  • Experience of working in financial services organisations and / or customer service environment.
  • Knowledge of complaint handling.
  • Relevant complaints / financial services qualifications would be desirable.
  • Good working knowledge of MS Office applications.
  • Strong verbal and written communication skills.
  • Knowledge of complaints procedures and regulatory requirements.
  • About Capita Life and Pensions

    We opened our first office in 2001 and since then we have consistently grown the scale and scope of our professional and outsourced services, supporting financial services organisations in the UK, Ireland, central-

    western Europe and worldwide.

    Capita Life and Pensions are part of Capita Plc, a leading UK provider of technology enabled business services. We’re supporting and improving the lives of millions of people every day and we can only do this with the right people in place, working towards a shared goal.

    We encourage an open, honest working environment where everyone can be true to themselves and people are valued for their differences.

    We’re always challenging each other to learn and improve, because we know when we work together, we can deliver better outcomes.

    We work across such a huge range of businesses and sectors, that you’ll have the opportunity to grow and develop your career in any number of directions.

    What’s in it for you?

  • A competitive basic salary
  • 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 and plenty more
  • Voluntary benefits designed to suit your lifestyle from discounts on retail and socialising, to health & wellbeing, travel and technology
  • You’ll get the chance to follow your chosen career path anywhere in Capita. You’ll be joining a network of 63,000 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.

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