Customer Relations Case Consultant

Royal London
Wilmslow, UK
14 Aug 2019
22 Aug 2019
Contract Type
Full Time
At Royal London we want to attract the best talent to help us achieve our vision of becoming the most trusted and recommend financial company in the UK.

We are the largest mutual life, pensions and Investment Company in the UK, with Group funds under management of £118.9 billion and latest ProfitShare pay out to members of £142 million. Group businesses provide around 9.0 million policies and employ 3,976 people (figures as of 05 Feb 2019).

What will you be doing

•Ensure all work is within legislative framework, in particular is in adherence with Financial Conduct Authority (FCA) Dispute Resolution Rules, GDPR, Bank of Ireland Rules, Financial Ombudsman, Pension Ombudsman Rules and Guidance and Company standards and procedures

•Build customer relationships via telephone contact to resolve complaints and support data subject rights requests, obtain additional information and discuss progress of complaint

•Work with the business area, providing feedback based on root cause analysis

•Compile individual complaint and data subject rights request files, maintaining the necessary records and providing a clear and concise audit trail

What we're looking for

•Ability to deliver a first class customer service encompassing the Treating Customers Fairly principle

•Knowledge or the willingness to learn the compliance and legislative framework surrounding insurance, in particular, a good understanding of the regulatory requirements relating to complaints

•Awareness of strategic and corporate issues

Skills that will help you in the role

•A passion for excellent customer service

•Experience of complaint handling and processed across all complaint types

•Knowledge of GDPR regulation across all data subject rights

•Experience of processing data subject rights requests in line with GDPR regulation

What we offer

•We've always been proud to reward employees by offering a number of benefits such as Pensions and Protection, Performance and role-related benefits, Lifestyle and Wellbeing

•Our culture comes from within, or to put it another way, it comes from our people. It's what makes Royal London a great place to work.

•Our People Promise is something we live up to every day. We know we can rely on you, and you can expect plenty from us in return.

•Glassdoor have ranked as among the best places to work and this year we entered the top 10

We are an equal opportunities employer. We work hard to attract the best talent for our award-winning team. We believe that embracing difference makes us stronger. Our diverse people bring us different skills - whatever their educational background, disability, gender, age, sexual orientation, race, religion or belief.

In fact, the first pillar of our People Promise is designed to make sure you 'work somewhere inclusive'. We want to live up to this promise; it's good for our people and good for our customers too, because our workforce should reflect our communities.

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