Senior Complaints Handler

09 Nov 2017
15 Nov 2017
Contract Type
Full Time
Working with Prudential as a Senior Complaints Handler means becoming part of a brand with a global reputation and an exciting vision: to be the leader in helping customers achieve their long-term financial goals. If you're inspired to join us, and if you have the necessary qualities, then this could be the opportunity you've been looking for. At Prudential we aim to deliver the best customer experience possible. Key to this goal is our ability to identify, investigate and resolve complaints and ensure the right outcome for all. An excellent opportunity has arisen to join our Retirement Account and Service Improvement teams with the Complaint Resolution department in Craigforth, Stirling. As a Senior Complaints Handler you will be involved in both first-hand investigation and resolution of customer complaints ,as well as developing the further capability of Complaints Handlers within the area. The ability to identify root cause and trends, and being able to work with other areas of the business in preventing future complaints is also imperative. There has never been a more exciting time to join Complaint Resolution, where the right candidate will thrive in a climate of fast-paced business and regulatory change. A natural problem solver and customer-centric by nature, you should also have knowledge and experience of the following: Customer Service and complaint handling within a Financial Services environment Relationship management skills The ability to develop others through training, coaching and support Investigative and analytical skills Understanding of Process, Procedure (including process improvement) and regulation. Experience of contact centre/telephony environments Quality Assurance process and techniques Knowledge of life and pensions products, markets and competitors As a Prudential employee you will be able to demonstrate: You can tackle complexity and make things simple for customers and those around you. You're commercially savvy, you think competitively and you'll seize a good opportunity whether big or small. You love to innovate, exploring what matters to customers and creating solutions that make a positive difference. You're a team player who can help everyone pull together to achieve shared goals. You're willing to take responsibility, creating better outcomes by stepping forward, using your judgement and making things happen. You thrive on a challenge, working with intellectual rigour at pace to achieve the highest standards of execution under all conditions. People who work at Prudential agree that ours is a great place to work with a brilliant team spirit. It's also an innovative, high-performing commercial environment that's totally focused on customers. As a Prudential colleague you'll get all the support you'd expect, including full training and professional development. You'll receive a competitive salary and reward package. And in a fast-changing world, you'll join an organisation that's leading the way in helping customers achieve their long-term financial goals. At Prudential we work hard to create an environment that enables everyone to flourish and we actively encourage diversity across the business. Recruiter: Kelly Chalmers / Laura Campbell Location: Stirling Closing Date: 22 November 2017 .