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- Tasks: Manage complaints and breaches, ensuring top-notch customer service and regulatory compliance.
- Company: Guardian, a forward-thinking company dedicated to protecting families.
- Benefits: Private medical insurance, competitive pension, gym memberships, and 25 days holiday.
- Why this job: Join an award-winning team and make a real difference in customer experiences.
- Qualifications: Experience in complaints handling, strong communication, and problem-solving skills.
- Other info: Exciting opportunities for professional growth in a dynamic environment.
The predicted salary is between 36000 - 60000 £ 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 orientated Breach and Complaints Specialist to join our Back Office team.
The Breach and Complaints Specialist is responsible for oversight of complaints, breaches and Data Subject Access Requests (DSARs) to support Guardian's Customer Service proposition to achieve the target business outcomes, including:
- 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
This is an exciting time to be joining us with plenty of opportunity for professional growth. We invite you to apply to become part of our award-winning team.
Breach and Complaints Specialist - Hybrid in England employer: Guardian1821
Contact Detail:
Guardian1821 Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Breach and Complaints Specialist - Hybrid in England
✨Tip Number 1
Network like a pro! Reach out to people in the industry, especially those who work at Guardian or similar companies. A friendly chat can open doors and give you insights that might just help you land that Breach and Complaints Specialist role.
✨Tip Number 2
Prepare for the interview by brushing up on your complaints handling experience. Think of specific examples where you’ve resolved issues effectively. We want to see how you tackle problems and communicate with stakeholders!
✨Tip Number 3
Show off your investigative skills! During interviews, be ready to discuss how you approach problem-solving and ensure you highlight your attention to detail. This is key for a role focused on breaches and complaints.
✨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 you’re genuinely interested in being part of our mission to make life better for families.
We think you need these skills to ace Breach and Complaints Specialist - Hybrid in England
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Breach and Complaints Specialist role. Highlight your previous complaints handling experience and investigative skills, as these are key to what we're looking for at Guardian.
Showcase Your Communication Skills: Since strong written and verbal communication is essential, use your application to demonstrate these skills. Keep your language clear and professional, and make sure to proofread for any errors before hitting send!
Be Specific About Your Experience: When detailing your past roles, be specific about your achievements and how they relate to the responsibilities of this position. We want to see how you've successfully managed complaints or breaches in the past.
Apply Through Our Website: We encourage you to apply directly through our website. This way, you can ensure your application reaches us quickly and securely, and you'll have access to all the latest updates about the role and our company.
How to prepare for a job interview at Guardian1821
✨Know Your Stuff
Before the interview, make sure you thoroughly understand Guardian's mission and values. Familiarise yourself with their approach to complaints handling and data protection. This will show that you're genuinely interested in the role and can align with their goals.
✨Showcase Your Experience
Prepare specific examples from your previous roles where you've successfully managed complaints or breaches. Highlight your problem-solving skills and how you've navigated complex situations. This will demonstrate your capability and fit for the Breach and Complaints Specialist position.
✨Communicate Clearly
Since strong written and verbal communication skills are essential for this role, practice articulating your thoughts clearly. You might even want to rehearse common interview questions with a friend to ensure you convey your ideas effectively during the actual interview.
✨Ask Insightful Questions
At the end of the interview, don’t forget to ask questions! Inquire about the team dynamics, the challenges they face in complaints handling, or how success is measured in this role. This shows your enthusiasm and helps you gauge if the company culture is the right fit for you.