We are seeking a motivated and conscientious individual who cares about the customers and is interested in the Customer Services career.
The Complaint Resolution team investigate customer complaints in respect of the service they have received from the wider business or specific transactions relating to the sales process and the advice provided. We aim to provide fair outcomes for our customers, including the resolution of ongoing or outstanding service requirements.
M&GPrudential is committed to a diverse and inclusive workplace. Our role as an employer is very simple – to provide the right environment for talented people to do their best work, by respecting, understanding and valuing individual differences.
This role will require you to support the handling of investigations and resolution of customer complaints. You will be required to support each case individually using your initiative to make decisions, often under changing circumstances.
As a Complaints Administrator Apprentice, you will use a range of systems and techniques in order to resolve issues and rebuild trust for our customers.
Your duties will include:
Logging and acknowledging customer complaints within regulatory timescales
Allocating work to complaint handlers based on skill sets
Using database and making workflow entries to record relevant information and audit trail for compliance with regulatory reporting requirements
Identifying and communicating trends based on types and volumes of incoming complaints
Preparing and arranging authorisation of payments to customers
Providing ad hoc admin support to the team where required
This is a fixed term contract for 13 months upon which the business may decide to retain, subject to the Apprentice performance, headcount and available funding. If recruited into a permanent role, the individual will follow the career progression applicable to the specific role/department.
As a Business Administration Apprentice with BPP, you will undertake the Business Administrator Level 3 Advanced Apprenticeship.
The Apprenticeship will be delivered through a blend of live online learning, pre-recorded lectures, and face to face inductions and masterclasses.
Problem solving skills
Good communication skills, both written and verbal
Attention to detail
Good telephone skills
Ability to work in a large, diverse team, contributing positively to the daily behaviours and objectives
Ability to learn quickly
Ability to build and develop relationships
This Apprenticeship is suitable for someone who is looking to start a career in Financial Services but has little or no experience, recent school/college/sixth form leavers looking for a change in their career path.
The Complaint Resolution Team offer solid training programmes and encourage promotion from within the team which is why the Admin role is such a good starting point.
An ideal candidates will possess the following qualities:
Confident and friendly
A strong team player
Someone who has a passion or at least an interest in customer service and finance industry