Case Manager (Complaints)

We are working with a company who are looking for a Case Manager (complaints) to join their team in Edinburgh, on a salary of £29,000- £31,000.

This role is important in supporting the service Excellence objectives to ensure positive customer outcomes are achieved by using a variety of dispute resolution skills. This role is important in supporting service excellence objectives to ensure positive customer outcomes are achieved by using a variety of dispute resolution skills. You will work within a tight-knit team to respond to and resolve complaints relating to multiple products.

As a Case Manager, you must remain accountable for customer care while investigating internally identified (and potential) errors that pose risk to the company. The role will also give you the opportunity to interact and build relationships with other departments.

What’s in it for you:

Join the team and enjoy a comprehensive benefits package designed to support your financial security, work-life balance, and overall wellbeing:

• Financial Security: Competitive salary with annual reviews, 10% non-contributory employer pension, annual performance-linked bonus, group income protection, and life assurance.
• Work-Life Balance: Potential for hybrid working opportunities, 25 days holiday plus bank holidays, increased holidays with length of service, and a holiday trading scheme.
• Wellbeing: Private medical insurance, pantry stocked with free food and snacks, discounted gym memberships, cycle-to-work scheme, employee assistance programme with confidential counselling, and support from trained mental health first aiders and menopause ambassadors.

What you’ll be doing:

• Handling complaints and price comparison cases to agreed standards, in compliance with the Code of Conduct
• Using detailed knowledge and investigative skills to fully explore cases, providing expert advice when resolving complaints
• Developing formal and informal networks throughout the company to facilitate information gathering
• Proactively contacting investors and managing cases, setting expectations and delivering excellent customer service
• Capturing all details and progress of a complaint, categorising it in accordance with business and FCA standards
• Identifying ways to improve customer service and complaint handling, sharing specialist knowledge

A bit about you

This is the perfect role for you if you are seen as a ‘problem-solver’ and can use your initiative and analytical skills to identify the best course of action. You will take pride in your ability to articulate complex information, through both conversation and written communication.

You’ll enjoy working as part of a diverse and supportive team, collaborating with your colleagues to share ideas and knowledge and suggest process improvements.

This is a company that places importance on cultural contribution above technical ability, but they would like you to have/be:

• Good discretion and judgment when dealing with a wide range of situations
• A positive, empathetic and professional attitude
• The ability to communicate and translate the technically complex so that it is easily understood
• Confidence to use your own initiative and problem-solving skills
• The ability to establish and maintain relationships with investors, advisors, and the Ombudsman
• To be inquisitive and challenge existing protocols and procedures to ensure they remain fit for purpose
• Ability to influence and negotiate effectively
• Strong analytical and investigative skills
• Experience working within an investor/adviser-focused department
• Knowledge of HMRC pension rules and SIPP / SSAS / ISA / Wrap platforms

If you are interested in this Case Manager role, click ‘apply now’ and a member of our team will be in touch!

Greenbean is an equal opportunities employer committed to promoting a diverse and inclusive workplace. We oppose all forms of unlawful or unfair discrimination on the grounds of any protected characteristic. Our aim is to create an environment that encourages diversity, builds on individual differences, and responds equitably to the needs of all. We proactively take steps to fulfil our legal obligations, remove barriers, monitor for fairness, reflect the communities we serve, and enforce a zero-tolerance policy for breaches of our Equality and Diversity policy.