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Complaints (Sales & Advice) Senior Consultant - Kingswood [01/06/2010] |
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Job Summary
COMPLAINT FUNCTION
To investigate and resolve sales and advice complaints, and referrals to the Financial Ombudsman Service (FOS), in accordance with L&G’s Complaint Handling Principles and our responsibilities for delivering customer outcomes.
Key Responsibilities
To undertake the handling of complaints, to achieve the right outcome for the customer. For every complaint deliver:
- Fair and timely resolution to customer’s complaints.
- Accurate identification of the customer’s dissatisfaction and expectations.
- A quality (appropriate and fair) decision in a timely manner, within service levels and quality standards.
- A resolution at the earliest possible opportunity and to the highest quality standard.
Communication (verbal and written) that is clear and of high quality and responds to the complaint of the customer. - Effective root cause analysis and appropriate escalation through to resolution, thus reducing the likelihood of future customer dissatisfaction.
To deliver against individual productivity and quality targets. To maintain clear and appropriate records of all investigations, to meet internal and external requirements, and to demonstrate how a fair customer outcome was achieved. To ensure that complaints referred to FOS are reviewed effectively and appropriately, determining whether the decision made and any redress offered met the standards expected by L&G and FSA. Clearly state L&G’s case and negotiate settlement with FOS adjudicators and Ombudsmen, ensuring that the resolution achieves the right outcome for the customer.
Skills, Knowledge and Experience required
Regulatory · Good understanding of FSA requirements, FOS requirements and retail regulatory framework. Industry · Understanding of current issues affecting the financial services industry · Awareness of L&G’s position within the industry relative to its competitors. · Awareness of financial services products available in the marketplace. L&G · Understanding of the risks and benefits of the products within L&G’s current product range. · Awareness of lines of business that L&G has sold in the past and L&G Distribution channels. · Understanding of L&G strategy and direction. · Knowledge of L&G corporate structure and corporate governance arrangements. Experience Industry related qualifications are highly disrable: i.e. Full Financial Planning Certificate, Certificate in Financial Planning or equivalent. Must be assessed as competent in relevant L&G products. Complaint Handling Experience. Additional Information
For more information with regard to this role please contact Sarah Melder, Senior Recruitment Adviser on 01737 374787.
Job Type: Permanent Location: Congo
Salary: [n/a] Date available: [n/a] Company: Legal and General plc Company Description: Legal & General makes financial security easier to achieve for millions of people. To many retired people, the pension fund they have built up over the years is what they now depend on.
To people of working age, the savings they make into ISAs, unit trusts and pension funds are a vital source of reassurance today and financial security in the future.
At every stage of life, people seek financial security and protection for themselves, their loved ones and their possessions.
Through our range of general insurance and protection products we help protect the lives, the health, the homes and the belongings of millions of people.
Did you know?
* The Legal & General Group, established in 1836, is one of the UKs leading financial services companies.
* Over 6.5 million people rely on us for life assurance, pensions, investments and general insurance plans.
* The Legal & General Group is responsible for investing £280 billion worldwide (as at 31 December 2008) on behalf of investors, policyholders and institutions.
* Legal & General is one of the biggest providers of index-tracking investments in the UK, managing £175 billion as at 31 December 2008.
* We have operations in the USA, France, the Netherlands and Germany, as well as the UK.
Company Website: [n/a]
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05/16/2012