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.
 
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 Regulated Complaints Handler to join our busy Client Resolution Team on a 12m 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 live 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.
 
What will you do

  • Investigate the causes of customer dissatisfaction and resolve service complaints in line with procedures and regulatory requirements.

  • Identify and escalate root cause trends and issues that arise by process, product or complaint type, including gaps in policies and guidelines.

  • Liaise with the Financial Ombudsman Service as appropriate.

  • Liaise with clients, advisers, portfolio managers and support staff as appropriate.

  • Share knowledge and expertise with other team members.

  • Contribute to a positive and supportive team culture.

  • Build positive customer relationships and provide excellent customer service.

  • 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:

  • Considerable experience of working in a financial services organisation, with strong Life, Pensions and Investments product knowledge;

  • Product/ technical/Sales Advice knowledge within Wealth Management;

  • Customer service experience preferred;

  • Previous complaint handling knowledge, preferably to FCA standards;

  • Excellent verbal and written communication skills and a desire to work collegiately as part of a team;

  • Proactive and able to manage conflicting priorities and a busy case-load;

  • Knowledge of complaints procedures and regulatory requirements;

  • Relevant complaints/financial services qualifications are required, such as Level 4 Financial Planning Certificate or Diploma

  • Proficient in Word and Excel;

  • Lateral thinking and an ability to improve processes and drive efficiencies;

  • Strong organisational and time management skills;

  • Excellent problem solving abilities.

 
Sanlam is an equal opportunities employer and promotes an inclusive working environment where employees respect and value each other's diversity. If you are interested in applying for this role, please email resourcing@sanlam.co.uk  with a copy of your CV attached.

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