At a Glance
- Tasks: Manage complaints and breaches, ensuring top-notch customer service and regulatory compliance.
- Company: Guardian, a forward-thinking company dedicated to protecting families.
- Benefits: Competitive salary, supportive work environment, and opportunities for professional growth.
- Other info: Dynamic team atmosphere with a focus on continuous improvement and career advancement.
- Why this job: Join us to make a real difference in customer experiences and uphold our brand promise.
- Qualifications: Experience in complaint management and strong attention to detail required.
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 orientated Breach and Complaints Administrator to join our Back Office team.
We provide oversight of complaints, breaches and Data Subject Access Requests (DSARs) to support Guardian's Customer Service proposition and achieve target business outcomes.
Responsibilities- Ensure 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.
- Respond to all complaints within regulatory deadlines and company service level agreements.
- Resolve complaints as either a Summary Resolution or Final Response, whichever is appropriate.
- Assist the Quality Assurance and Complaints Manager with responses to complaints referred to the business by the Financial Ombudsman Service (FOS).
- Assist 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.
- Ensure that breaches are reported to Scottish Friendly Assurance (SFA) and Punter Southall Group (SFA) in a timely manner when required and manage 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 and improved.
- Provide relevant and valuable feedback to other department managers (e.g. 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 regulatory change, breach.
Breach and Complaints Administrator employer: Punter Southall
At Guardian, we pride ourselves on fostering a supportive and dynamic work environment where every employee is valued and encouraged to grow. As a Breach and Complaints Administrator, you will play a crucial role in upholding our commitment to exceptional customer service while benefiting from comprehensive training, career development opportunities, and a culture that prioritises collaboration and innovation. Located in a vibrant area, our office offers a perfect blend of professional growth and a fulfilling work-life balance, making Guardian an excellent employer for those seeking meaningful and rewarding employment.
StudySmarter Expert Advice🤫
We think this is how you could land Breach and Complaints Administrator
✨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 that you’re not just looking for any job, but that you genuinely want to be part of our mission to make life better for families.
✨Tip Number 3
Practice your responses to common interview questions, especially those related to handling complaints and breaches. We want to see how you think on your feet and your approach to problem-solving.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows us you’re serious about joining our team.
We think you need these skills to ace Breach and Complaints Administrator
Some tips for your application 🫡
Tailor Your CV:Make sure your CV is tailored to the Breach and Complaints Administrator role. Highlight your experience with complaints management and any relevant regulatory knowledge. We want to see how your skills align with our mission at Guardian!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to explain why you’re passionate about customer service and how you can contribute to our goal of making life better for families. Keep it concise but impactful!
Showcase Attention to Detail:As a Breach and Complaints Administrator, attention to detail is key. In your application, make sure to demonstrate this by avoiding typos and ensuring clarity in your writing. We appreciate candidates who take pride in their work!
Apply Through Our Website:We encourage you to apply through our website for a smoother process. It’s the best way for us to receive your application and ensures you don’t miss out on any important updates. Let’s get started on this journey together!
How to prepare for a job interview at Punter Southall
✨Know Your Stuff
Make sure you understand the ins and outs of complaints handling and data breaches. Brush up on relevant regulations and Guardian's approach to customer service. This will show that you're not just interested in the role, but that you’re also prepared to contribute meaningfully from day one.
✨Showcase Your Detail Orientation
As a Breach and Complaints Administrator, attention to detail is key. Prepare examples from your past experience where your meticulous nature led to successful outcomes. Be ready to discuss how you ensure accuracy in your work, especially when managing sensitive information.
✨Demonstrate Empathy
Handling complaints requires a level of empathy and understanding. Think of situations where you’ve had to deal with upset customers or clients. Share these stories during your interview to highlight your ability to manage vulnerabilities and resolve issues effectively.
✨Ask Insightful Questions
Prepare thoughtful questions about Guardian’s processes and how they handle complaints and breaches. This not only shows your interest in the role but also gives you a chance to assess if the company’s values align with yours. It’s a two-way street!
