Background
 
Sanlam UK is a leading provider of wealth and investment management services to private clients, professional advisers, charities, corporates and institutions. Combined, we manage almost £9 billion of client assets from 13 offices across the UK, employing a diverse range of c.500 professionals.
 
We are part of Sanlam, the global AA-rated financial services group that was established in 1918. The Group provides a range of financial products and services to over 10 million clients globally and is listed on the Johannesburg Stock Exchange. We have attained our size, strength and reputation by providing a high quality, personalised service to clients, whatever their stage of life or financial ambitions.           
 
Based in our offices in Bristol; we are currently looking for a Complaints Handler to join our busy Client Resolution Team on a 6m FTC basis.
 
The role
 
Whilst we always endeavour to achieve excellence by instinctively knowing and doing what is right; and by always putting the needs of our customers first; there are times when things may not have gone as smoothly as we would have liked; or where our customers feel that their products or the service they have received haven’t quite lived up to their expectations.
 
Reporting in to our Complaints Team Leader; your role will be to ensure that all complaints received by the Company are managed in accordance with established procedures and regulatory standards and resolved promptly, accurately and in accordance with the requirements of the FCA’s Dispute Resolution Handbook.
 
This will require strong investigation skills, administration and customer service skills.  A good knowledge of financial products, TCF principals and the Financial Ombudsman Service guidelines would be an advantage.
 
Naturally; you will be expected to ensure that all complaints are logged on to the relevant systems and engage with internal stakeholders as required to successfully
 
Skills and experience
 
Successful candidates are likely to demonstrate experience of the following:

  • Data input

  • Previous complaint handling knowledge

  • Excellent communication skills and a desire to work as part of a team

  • Proactive and dynamic

  • One or all of the following knowledge; Life, Pensions, Wealth Adviser

  • Desirable qualifications: IOC, CF1 (Level 3+ in FS)

  • Willing to challenge the ‘norm’

  • Thinking outside of the box to improve processes and drive efficiencies

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