JOB DESCRIPTION
Location: Bristol (Hybrid)
This is a hybrid position based in Bristol. We're committed to your flexibility and wellbeing and our hybrid strategy currently requires two days a week in the office, giving you the option to work remotely for some of your working week. Find out more about our culture of flexible working.
We give you a world of potential
Computershare's Complaints Team acts as a one stop shop for all complaints received in respect of its Issuer, CVS (Childcare Voucher Services), Plans and Deposit Protection businesses. We are looking for candidates who are experienced in complaint handling and passionate about customer experience.
If you enjoy daily customer interaction and really want to have a direct impact with our customers, this role will offer you the ability to do just that! We want to take complaint handling in a new direction and resolve complaints at first point of contact - speaking with customers directly and having meaningful telephone conversations. We believe this is the way forward and we want you to be the conversation starters.
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A role you will love
A Complaints Officer is responsible for the investigation and response to complaints received by Computershare Investor Services from Shareholders, Plan Participants, CVS, or Deposit Protection Service participants. The successful candidates will determine what happened, how to put the matter right, whether the complaint should be upheld or not upheld and whether the complaint is regulated by the FCA or unregulated.
Complaints Officers need to be able to forensically investigate complaints in an independent, impartial, and non-judgemental way and to provide a full and detailed explanation/response to complaints. Working on multiple cases at a time they need to be able to manage time effectively and confidently, working independently and as part of the team.
The Complaints Officer role is varied, and successful applicants will have the opportunity to work in the numerous areas that the Complaints Team currently have responsibility for, such as:
- Complaint Handling (Registry, Plan Managers, CVS, the Deposit Protection Service)
- Financial Ombudsman Service (FOS) adjudications
There are extensive opportunities for development in this role, so we are looking for candidates who are keen to learn more about the business and challenge themselves.
Other key responsibilities include:
- Ensuring complaints are correctly identified, logged and regulatory timescales are observed.
- Ensuring complaint responses are fully investigated including identifying and rectifying errors, ensuring Complaint Handling (DISP) Rules and Treating Customers Fairly (TCF) principles are followed.
- Delivering excellent customer service and focussing on direct customer contact to help resolve complaints at first point of contact.
- To be fully conversant with the business's regulatory responsibilities
No weekends! We're offering Monday - Friday, 37.5 hours per week, within the core hours 8AM - 5:30PM (UK time).
What will you bring to the role?
We are looking for intuitive colleagues with strong interpersonal skills and operational experience dealing directly with customers. The ability to build good working relationships with immediate colleagues and stakeholders from other business areas is essential, as well as being a motivated, energetic, and enthusiastic team member.
Complaint handling experience and an operational background is key for this role. Effectively building knowledge of Computershare products and processes will enable an effective and productive approach to resolving complaints.
You'll also need:
- Experience of working in a customer and/or quality/complaints focussed role.
- Highly organised with a methodical approach to problem solving.
- Meticulous eye for detail and ability to prioritise effectively.
- Confident, clear in your abilities and with a proven track record of achieving results.
- Ability to deal with stakeholders across business lines, including the complainants themselves.
- Willingness to challenge decisions when necessary.
- Motivated, energetic, and enthusiastic team player.
- Good letter writing and communication skills.
- Customer Service orientated.
Rewards designed for you
Flexible work to help you find the best balance between work and lifestyle.
Health and wellbeing rewards that can be tailored to support you and your family.
Invest in our business by setting aside salary to purchase shares in our company, and you'll receive a company contribution as well.
Extra rewards ranging from recognition awards and team get togethers to helping you invest in your future.
And more. Ours is a welcoming and close-knit community, with experienced colleagues ready to help you grow. Our handbook will help you find out more about our rewards and life at Computershare, visit computershare.com/careers-handbook
ABOUT US
A company to be proud of
We're a global leader in financial administration with over 14,000 employees across more than 21 different countries. At Computershare, it's more than just a job, our open and inclusive culture means that we will help you to grow, to move forward and make the most of our world of opportunities.
A diverse and inclusive place to work
Computershare celebrate the diversity of our people, and we welcome applications from everyone. We believe that having a culture of inclusion is essential in delivering good results. Attracting, retaining, and developing a diverse workforce where employees feel valued, respected, and empowered allows people to reach their full potential. As a business this diversity helps us to better reflect and understand our customers' needs to allow us to drive better outcomes.
We are happy to accommodate individual needs during your application journey. If you require disability accommodations or adjustments, please email us at TalentAcquisition@computershare.com detailing your requirements and contact information.
Computershare is an equal opportunity employer. Qualified applicants will receive consideration for employment regardless of race, color, religion, sex, sexual orientation, gender identity or expression, national or ethnic origin, age, disability, protected veteran status, or other characteristics protected by applicable law.