Triage Complaints Officer

Job Description Summary Job Description We are Aegon AEGON UK is a leading provider and distributor of life, pension, and investment products for the corporate and personal markets. Following a period of growth and transformation, we are looking to grow our team within the area of Customer Oversight – Complaints Department Triage Complaint Officer Within Triage we are responsible for improving our customer’s complaints journey by dealing with straight forward complaints, handling manager escalation requests, and assisting telephony front Office teams to resolve customer concerns at first point of contact. We aim to deal with the less complex work before passing to our Escalated Complaint Officers to deal with. The Triage role objectives are

• Resolve 60% of complaints within 10 working days
• Investigate complaints fully and make fair and reasonable decisions in respect of our proposition, products, and service
• Determine and calculate appropriate financial loss, redress, and compensation
• Manage conflict and maintaining good working relationships at all levels of the business.

To succeed in this role, you will have in the past dealt with

• Customer management
• Excellent record keeping
• Excellent Communication skills written and verbal
• A strong understanding of FCA dispute resolution regulations/principles and TCF principles.

The salary assigned to this role starts at £24,160, but has flexibility to increase depending on the experience you bring to the team. The closing date for applications to this role is Friday 3rd March 2023 The legal bits We’ll need you to confirm you have the right to work in the UK. If we offer you a job and you accept, there are some checks we need to complete before you can start with us. This will include a credit and criminal record check, as well as providing satisfactory references. We are an equal opportunities employer and welcome applications from all suitably qualified persons regardless of their age, disability, race, religion/belief, gender, sexual orientation or gender identity. Equal Opportunity Employer: We are an equal opportunities employer and welcome applications from all suitably qualified persons regardless of their age, disability, race, religion/belief, gender, sexual orientation or gender identity.