Specialist Care Advisor

As a Complex Complaints Specialist (internal title - Specialist Care Manager) you will be responsible for taking ownership of our very complex customer complaints and use your natural curiosity, tenacity, active listening, and relationship building skills and your ability to connect to investigate, review and resolve. This is not just any complaints handling role - you will be dealing with a wide range of complex complaints relating to all product types, including those that are FCA reportable. This may involve speaking to vulnerable customers, including people that are experiencing financial hardship. You will be expected to work autonomously, applying a moderate degree of personal judgement in each individual case, and utilizing resources, systems, processes, and networks effectively. We are looking for individuals that have a genuine passion for going above and beyond for customers and can demonstrate our deep commitment to 'earning customer loyalty' which is one of our key values. As the go-to person for dissatisfied customers, you must be confident that can turn even the most negative experiences into positive ones. You will work closely with high-profile internal and external stakeholders, including our General Management Team members, media relations, and regulatory bodies, to ensure that all complaints are resolved successfully and in a timely manner. You will take ownership of your own complex customer complaints and use your natural curiosity and tenacity. Your role will involve you working approximately 6 -10 cases at a time, using your active listening and relationship building skills and your ability to connect to investigate, review and resolve.