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- Tasks: Manage customer complaints and breaches, ensuring fair resolutions and compliance with regulations.
- Company: Guardian, a forward-thinking company dedicated to protecting families.
- Benefits: Private medical insurance, competitive pension, gym memberships, and 25 days holiday.
- Other info: Dynamic work environment with opportunities for personal and professional growth.
- Why this job: Join a mission-driven team and make a real difference in customer service.
- Qualifications: Experience in complaints handling, strong communication, and problem-solving skills.
The predicted salary is between 30000 - 40000 £ per year.
At Guardian, our mission is simple: to ensure every family has protection they truly believe in. We’re challenging the market with a fresh approach and a brand promise — Life. Made Better. We are looking for an experienced and detail oriented Breach and Complaints Administrator to join our Back Office team.
What does a Breach and Complaints Administrator do?
- Ensuring Guardian’s Customer Services proposition for both advisers and customers is delivered ensuring that the quality of our services continues to meet and be recognised for leading the market.
- The handling and management of Customer and Distributor complaints from receipt to resolution.
- Ensuring that complaints are investigated diligently and fairly and the correct outcome is reached, paying due consideration to customer vulnerabilities.
- Responding to all complaints within regulatory deadlines and company service level agreements.
- Resolving complaints as either a Summary Resolution or Final Response, whichever is appropriate.
- Assisting the Quality Assurance and Complaints Manager with responses to complaints referred to the business by the Financial Ombudsman Service (FOS).
- Assisting with the oversight of all breach cases raised in Operations, including the resolution of individual breaches and liaising with the relevant parts of the business to support resolution when necessary.
- Ensuring that breaches are reported to Scottish Friendly Assurance (SFA) and Punter Southall Group (SFA) in a timely manner when required and managing these to resolution.
- Manage DSARs from receipt of the request to disclosure of the requested information, within regulatory deadlines.
- Provide feedback to Operational Team Managers to ensure competency of the Operations department is maintained/improved.
- Provide relevant and valuable feedback to other department managers (i.e Claims, Underwriting) in a timely manner, where necessary.
- Liaise with IT Team to raise system issues and suggest meaningful ways to improve the service where necessary.
- Ensure Standard Operating Procedure documents are reviewed against documented review dates and are maintained on an ad-hoc basis where changes in process are implemented through either regulatory change, breach & complaint root cause analysis or system enhancements.
Who are we looking for?
- Problem solving
- Previous Complaints Handling experience is essential, preferably in financial services.
- Strong investigative skills
- Strong written and verbal communication skills
- Able to work with a variety of stakeholders and colleagues, both internally and externally
- Proactive and able to self‑manage a varied workload
- Able to work to strict deadlines
What’s in it for you?
- Private Medical Insurance with rewards for yourself with discounted rates for your family members
- Competitive Company Pension Scheme
- Access to several employee discounted schemes to suit your lifestyle including but not limited to:
- Private dental insurance
- Electric Vehicle Salary Sacrifice Scheme
- Cycle to Work scheme
- Comprehensive Europe and Worldwide Travel Insurance
- Medical Cash Plan
- Gym memberships
- Access to 24/7 GP service for you and your family
- 25 days holiday with the option to purchase more
Breach and Complaints Administrator in Reading employer: Guardian Financial Services
Contact Detail:
Guardian Financial Services Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Breach and Complaints Administrator in Reading
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend events, and connect on LinkedIn. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by researching Guardian’s values and mission. Show us how your skills align with our goal of making life better for families. Tailor your responses to highlight your problem-solving abilities and experience in complaints handling.
✨Tip Number 3
Practice makes perfect! Conduct mock interviews with friends or family to build confidence. Focus on articulating your investigative skills and how you've successfully managed complaints in the past.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows us you’re genuinely interested in being part of the Guardian team.
We think you need these skills to ace Breach and Complaints Administrator in Reading
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Breach and Complaints Administrator role. Highlight your previous complaints handling experience and any relevant skills that match the job description. We want to see how you can bring your unique flair to our team!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're passionate about the role and how your problem-solving skills can help us at Guardian. Keep it concise but engaging – we love a good story!
Showcase Your Communication Skills: Since strong written communication is key for this role, make sure your application is clear and free of errors. We appreciate attention to detail, so take the time to proofread and ensure your personality comes through in your writing.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the easiest way for us to receive your application and ensures you’re considered for the role. Plus, you’ll get to explore more about what makes Guardian a great place to work!
How to prepare for a job interview at Guardian Financial Services
✨Know Your Stuff
Make sure you understand the role of a Breach and Complaints Administrator inside out. Familiarise yourself with the key responsibilities mentioned in the job description, like handling complaints and managing breaches. This will help you answer questions confidently and show that you're genuinely interested in the position.
✨Showcase Your Problem-Solving Skills
Prepare examples from your past experience where you've successfully resolved complaints or handled difficult situations. Use the STAR method (Situation, Task, Action, Result) to structure your answers. This will demonstrate your strong investigative skills and ability to manage a varied workload.
✨Communicate Clearly
Since strong written and verbal communication skills are essential for this role, practice articulating your thoughts clearly. You might be asked to explain how you would handle a specific complaint scenario, so think about how you can convey your approach effectively and professionally.
✨Be Proactive and Engaged
During the interview, show that you're proactive by asking insightful questions about the company's approach to customer service and complaint resolution. This not only demonstrates your interest but also gives you a chance to assess if the company aligns with your values and work style.