The Embark Group journey began in 2013 and we have grown to become one of the UK's largest retirement savings providers. Our capabilities span all types of pension, platform, investment research and consulting, property investment administration, employee benefits and actuarial services.

We have a strong track record of applying the very latest technology to our businesses, alongside smart capital and even smarter people to help each of our businesses grow.

How will you make an impact

As a Complaints Handler you will be responsible for working closely with the operational functions to ensure the firm complies with FCA complaints handling rules and, the legal requirements governing the provision of pension scheme administration services, whilst meeting its obligations as a pension scheme trustee and administrator. 

Your primary focus will be responding to customer complaints, investigating and analysing the circumstances and proposing robust customer solutions, as well as providing written responses that are clear, articulate and straight-forward; with accurate overviews of the complaint(s) and reasoning behind the response.

You'll also bring an analytical and systematic approach to problem solving, be able to use own initiative, while also contributing to effective team working.  As we are committed to continuous improvement, you'll also be expected to actively look for opportunities to be more efficient and improve the service provision of the team. 

What your day may look like

• Managing service quality and customer complaints in accordance with SLAs
• Liaising with the customer and other parties as appropriate via various media (e.g. written, telephone) ensuring a complete record of all information gathered or given is maintained.
• Working collaboratively to ensure a fair outcome for the customer
• Delivering excellent customer service including appropriate management of customer expectations in line with values and appropriate conduct rules
  
• Providing MI to ensure trends and issues are identified to support improvement, particularly in regards to risk and controls.
  
• Assisting in the delivery of regulatory returns as directed
• Ensuring full understanding of the Company’s quality standards and expected standards of service in support of this role
• Risk event and error recording, including referring business owners to the correct process to ensure visibility of process failures and resultant customer impacts.
• Root cause analysis and oversight of corrective actions to ensure closure of the control weaknesses, provide feedback to the business where required.

What it takes to be successful in role

• Previous experience in a complaints handling role preferably within the financial industry or similarly regulated environment 
• An understanding of FOS and FCA regulations preferred however, full training will be provided.
• Strong inter-personal skills and a passion for providing excellent customer experiences
• Detail focused with the ability to manage high volumes of work whilst ensuring a high level of accuracy
  
• Strong communication skills both verbal and written with the ability to personalise responses to complex issues

What makes you stand out?

• An understanding of  SIPPS/ISAS would be beneficial.

What's in it for you

We're committed to ensuring we offer our people a great place to work, with competitive salary, contributory pension plan, life assurance and flexible benefit scheme to allow you to select benefits that are most appropriate for your lifestyle and personal circumstances;

• Competitive annual salary
• 25 days annual leave plus bank holidays
• Birthday leave
• Enhanced Family Leave Policies - Maternity, Paternity and Adoption
• Contributory pension scheme, 5% employer contributions
• Life Assurance x4
• Annual company and performance-based bonus
• Opportunity to buy or sell leave
• Study support
• Embark Group employee discounts

Where will you be working

Our newly refurbished office, right in the heart of Dundee is a hub of creative collaboration. A place where everyone can bring their true selves to work and reach their full potential. Our Dundee HQ will support the community in more ways than one - by creating a wealth of new career opportunities and sponsoring a fleet of 400 rentable e-bikes, which you may have noticed docked throughout the City. A short walk from Dundee Station on the south of Union Street, it will be a key location for the Embark Group business that will deepen our ties with the city and its communities.

Our Culture

Embark Group is a growing, vibrant and exciting place to work, we have many social and wellbeing initiatives which ensures we keep our sense of community alive even during challenging times. Our culture is described by our employee’s as one that communicates, listens and involves its people at every level. 

We enable our people to work with a positive joint purpose and go the extra mile. We know each other, share information and stay connected. Our people are proud to be part of a culture where we do the right thing by everyone who we are connected with. Our DNA is what makes the Embark Group a great place to work.

Embark Group is an equal opportunity employer. We encourage diversity and are committed to creating an inclusive environment for all employees.