Job Description
Who we are
We are a global investment company that helps clients and customers to plan, save and invest for the future. By doing so, we enable our clients and customers to be better investors.
Strengthening talent and culture is one of our strategic priorities. We strive to make abrdn a great place to work so that we can attract and retain the industry’s best talent.
Our people put our stakeholders at the heart of everything they do by helping us to make a positive difference to the lives of our clients, customers, colleagues, shareholders and society.
abrdn comprises three businesses, Investments, Adviser and interactive investor (ii), each of which focuses on meeting and adapting to our clients’ evolving needs.
* Investments manages £368bn of client assets, offering investment capabilities built on the strength of our insights from wide-ranging research, worldwide investment expertise and local market knowledge.
* Adviser provides financial planning solutions and technology to over half of the UK’s financial advisers, enabling them to create value for their businesses and clients.
ii, the UK’s second-largest direct-to-consumer investment platform, helps over 430,000 individual customers to plan, save and invest in the way that works best for them.
About the department
The Customer Service area is responsible for responding to inquiries, problem solving, and administering support to existing and/or prospective clients.
About the role
We are seeking a diligent and empathetic Complaint Consultant to join our team. As the Complaint Consultant you will get the opportunity to be responsible for investigating, evaluating and resolving client complaints in an impartial, fair and professional manner, whilst complying with FCA DISP rules.
Key Responsibilities
* Listen to and actively engage with customers, making sure their concerns are fully understood.
* Ensure all relevant evidence is gathered from customers and key stakeholders to ensure fair outcomes.
* Communicate clearly, concisely, and professionally to ensure customers understand the decision reached.
* Determine if compensation for financial loss and/or a distress and inconvenience payment is appropriate and at what level.
* Build valuable relationships with internal and external customers and provide guidance to ensure we meet regulatory standards for complaint handling.
* Keep up to date with complaint handling regulations and pass continual assessments to ensure they remain fully compliant.
About the candidate requirements
* Established working experience in a customer facing environment - Financial Services industry experience desirable but not essential.
* Excellent verbal and written communication skills.
* Proven ability to work unsupervised within a regulatory driven environment.
* Ability to influence others.
* Proven ability to work unsupervised while meeting tight timescales.
We are proud to be a Disability Confident Committed employer. Therefore, if you have a disability and would like to apply to one of our UK roles under the Disability Confident Scheme, please notify us by completing the relevant section in our candidate questionnaire and one of our team will reach out to support you through your application process.
Our benefits
There's more to working life than coming home with a good salary. We have an environment where you can learn, get involved and be supported.
When you join us, your reward will be one of the best around. This includes 40 days’ annual leave, a 16% employer pension contribution, a discretionary performance based bonus (where applicable), private healthcare and a range of flexible benefits – including gym discounts, season ticket loans and access to an employee discount portal.
Our business
Enabling our clients to be better investors drives everything we do. Our business is structured around three distinct areas – our vectors of growth – focused on our clients’ changing needs.
We’re committed to providing an inclusive workplace where all forms of difference are valued and which is free from any form of unfair or unlawful treatment. We define diversity in its broadest sense – this includes but is not limited to our diversity of educational and professional backgrounds, experience, cognitive and neurodiversity, age, gender, gender identity, sexual orientation, disability, religion or belief and ethnicity and geographical provenance. We support a culture that values meritocracy, fairness and transparency and welcomes enquiries from everyone. If you need assistance or an adjustment due to a disability please let us know as part of your application and we will assist.
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