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Senior Administrator - Complaints and Quality Control (O910141)

Douglas, Isle of Man

Assurance & Insurance

£20000 - £26000 per annum

Full time / Permanent

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Job description


Our leading Financial Services Client is seeking an experienced Senior Administrator (Complaints, Quality & Control) to support the transformation and the future growth of their business within the Customer Services function, so it can stand out for delivering market-leading service excellence for our customers and advisers.

Role Profile

  • Ensure that the team and the company put the customer at the heart of everything they do in line with Company values
  • Handle complex complaints and queries, providing a high quality of service that is accurate and within stated timescales
  • Support the Team Lead / Management Team by delivering training and coaching to team members and checking accuracy of work completed across Customer Services
  • Maintain a high level of product and technical knowledge to facilitate rotation into other teams as and when required to ensure service levels are maintained
  • Investigate and resolve complex complaints, identify root cause and deal with associated queries fully documenting how they are resolved
  • Ensure all communications are handled accurately and to adopt the most appropriate method of communication in line with the divisional, regulatory and complaint procedures
  • Liaise with colleagues across Customer Services to resolve each complaint
  • Correspond with customer and advisers as necessary. Present your case to the Ombudsman/Regulator and negotiate appropriate settlements where required
  • Undertake quality sampling for Customer Journey tasks as required ensuring that processes are fit for purpose, adhered to and meet the required standards
  • Update and maintain departmental records (Including complaints); creating and modifying databases used for reporting as required. Ensure that all records meet current regulatory and compliance requirements
  • Maintain a high level of technical and specialist skills, experience and knowledge, enabling high quality complaint resolution and root cause analysis to ensure improved customer experiences
  • Coordinate the completion of open actions linked to complaints and risk resolution ensuring that risk events are recorded appropriately

Person Profile

To ensure that this role is carried out to the desired level, the successful candidate should have the following skills and experience:

  • A minimum of 2 years' experience in a similar role within the Finance Sector
  • Hold 5 A* - C Grade GCSEs (including English and Mathematics) or equivalent
  • Diligent and conscientious in the accuracy of their work, excellent attention to detail
  • Excellent written and verbal communication skills
  • Excellent Customer Service skills
  • Previous experience in a Customer Journey processing team
  • "Can Do", proactive attitude
  • Ability to operate in a fast paced, dynamic environment and able to work under pressure
  • Intermediate knowledge and experience with MS Office Suite (Word, Excel, Outlook)

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