Regulated Complaints Coordinator (12m FTC)

BELONG. There’s no place like Principality.

Our home is your home. So, when you decide to join the team, we’ll go further to bring you the warmest of welcomes. From a friendly and inviting environment to a flexible benefit package designed around you – when it comes to belonging, there really is no place like Principality. We keep it flexible wherever possible; we encourage you to look after yourself; we do our bit in the communities we serve and support you in doing the same, and we promise to get better together.

Some reasons you may want to consider working with us; we have an award-winning flexible/hybrid working policy, we’re a 2022 winner of UK Best Large Workplaces for Women, we have a refurbished hi-tech office in the centre of Cardiff designed around colleague feedback, we ranked number 6 for wellbeing in 2022,  we have an extensive financial and well-being benefits package ‘’Belong’’ designed to put our people first, we have consistent colleague engagement scores of over 85% and a caring community of supportive Networks. But that’s not all, discover why there’s really no place like Principality; https://www.principality.co.uk/careers

Our Complaints team are looking for a Regulated Complaints Coordinator reporting into the Complaints Manager. The Regulated Complaints Coordinator will take ownership of customer complaints with the aim of finding an appropriate resolution for the customer in a timely manner, enabling a good customer outcome.

The role of a Regulated Complaints Coordinator will work closely with colleagues building confidence and competence in informal complaint handling, enabling greater levels of complaints being resolved within early resolution.

 Role Responsibilities:

• Carry out effective complaint handling on formal customer complaints across a number of business areas with varying degrees of complexity.
• Robustly investigate, record and resolve customer complaints within a timely manner in accordance with internal process and external regulatory requirements including DISP rules and Consumer Duty expectations
• Ensure complaint records are accurately maintained.
• Support and provide advice to the wider business on informal complaint handling queries.
• Build and maintain effective relationships with Financial Ombudsman Service (FOS) ensuring referrals received are effectively managed and dealt with.
• Challenging requests and outcomes where deemed appropriate to safeguard the society’s interests and reputation.
• Maintain the required level of regulatory knowledge to conduct role effectively.
• Carry out effective root cause analysis on complaints received to identify trends in complaint causes and opportunities to improve the way we work.
• Maintain strong knowledge of multiple business areas and processes covering savings, lending, arrears and third party complaints

To be a successful Regulated Complaints Coordinator we are looking for somebody who has the following skills:

• Good attention to detail
• Excellent written and verbal communication
• Customer focused
• The ability to problem-solve
• Highly organised
• Strong stakeholder management

If you have any questions in relation to this role, please contact the recruitment team – recruitment@principality.co.uk

‘’We are passionate about creating an inclusive workplace where diversity is celebrated and where colleagues feel a sense of belonging’’ Daniel Priest, Inclusion Manager. But don’t just take our word for it, see what our colleagues say about working here too; Careers (principality.co.uk)