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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.
- Other info: Exciting opportunities for professional growth in a dynamic environment.
- 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 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 & complaint root cause analysis or system enhancements.
- 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.
- 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. Should you wish to learn more about the role or have any questions, please contact our HR Team via hrservicedesk@puntersouthallgroup.com.
Breach and Complaints Administrator in Reading employer: Punter Southall
Contact Detail:
Punter Southall 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 answers to reflect our commitment to quality service.
✨Tip Number 3
Practice your problem-solving skills! Think of examples from your past experience where you've successfully handled complaints or breaches. We love candidates who can demonstrate their investigative prowess.
✨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 genuinely interested in joining our team.
We think you need these skills to ace Breach and Complaints Administrator in Reading
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Breach and Complaints Administrator role. Highlight your previous complaints handling experience and investigative skills, as these are key for us at Guardian.
Showcase Your Communication Skills: Since strong written and verbal communication is essential, use clear and concise language in your application. We want to see how you can effectively convey information, so don’t hold back on demonstrating this!
Be Proactive: In your application, mention instances where you've taken initiative or managed a varied workload. We love candidates who can self-manage and tackle challenges head-on, so let us know how you fit this bill!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for this exciting opportunity with our award-winning team!
How to prepare for a job interview at Punter Southall
✨Know Your Stuff
Make sure you understand the ins and outs of complaints handling, especially in financial services. Brush up on relevant regulations and be ready to discuss how you've tackled similar issues in the past.
✨Showcase Your Problem-Solving Skills
Prepare examples that highlight your investigative skills and how you've resolved complaints effectively. Think about specific situations where you turned a negative experience into a positive outcome for the customer.
✨Communicate Clearly
Since strong written and verbal communication is key, practice articulating your thoughts clearly. You might even want to rehearse answers to common interview questions with a friend to ensure you come across as confident and articulate.
✨Be Proactive and Organised
Demonstrate your ability to manage a varied workload by discussing how you prioritise tasks and meet deadlines. Bring up any tools or methods you use to stay organised, as this will show you're ready to hit the ground running.