At Guardian, our mission is simple: to ensure every family has protection they truly believe in. We’re challenging the market with a fresh approach and a brand promise – Life. Made Better. We are looking for an experienced and detail orientated Breach and Complaints Administrator to join our Back Office team.
What does a Breach and Complaints Administrator do?
We provide oversight of complaints, breaches and Data Subject Access Requests (DSARs) to support Guardian's Customer Service proposition and achieve target business outcomes.
Responsibilities
- Ensure Guardian's Customer Services proposition for both advisers and customers is delivered, ensuring that the quality of our services continues to meet and be recognised for leading the market.
- The handling and management of customer and distributor complaints from receipt to resolution, ensuring that complaints are investigated diligently and fairly and the correct outcome is reached, paying due consideration to customer vulnerabilities.
- Respond to all complaints within regulatory deadlines and company service level agreements.
- Resolve complaints as either a Summary Resolution or Final Response, whichever is appropriate.
- Assist the Quality Assurance and Complaints Manager with responses to complaints referred to the business by the Financial Ombudsman Service (FOS).
- Assist with the oversight of all breach cases raised in Operations, including the resolution of individual breaches and liaising with the relevant parts of the business to support resolution when necessary.
- Ensure that breaches are reported to Scottish Friendly Assurance (SFA) and Punter Southall Group (SFA) in a timely manner when required and manage these to resolution.
- Manage DSARs from receipt of the request to disclosure of the requested information, within regulatory deadlines.
- Provide feedback to Operational Team Managers to ensure competency of the Operations department is maintained and improved.
- Provide relevant and valuable feedback to other department managers (e.g. Claims, Underwriting) in a timely manner, where necessary.
- Liaise with IT Team to raise system issues and suggest meaningful ways to improve the service where necessary.
- Ensure Standard Operating Procedure documents are reviewed against documented review dates and are maintained on an ad‑hoc basis where changes in process are implemented through regulatory change, breach & complaint root cause analysis or system enhancements.
Who are we looking for?
- Problem solving
- Previous complaints handling experience is essential, preferably in financial services.
- Strong investigative skills.
- Strong written and verbal communication skills.
- Able to work with a variety of stakeholders and colleagues, both internally and externally.
- Proactive and able to self‑manage a varied workload.
- Able to work to strict deadlines.
What’s in it for you?
- Private Medical Insurance with rewards for yourself with discounted rates for your family members.
- Competitive Company Pension Scheme.
- Access to several employee discounted schemes to suit your lifestyle, including but not limited to:
- Private dental insurance
- Electric Vehicle Salary Sacrifice Scheme
- Cycle to Work scheme
- Comprehensive Europe and Worldwide Travel Insurance
- Medical Cash Plan
- Gym memberships
- Access to 24/7 GP service for you and your family
- 25 days holiday with the option to purchase more
This is an exciting time to be joining us with plenty of opportunity for professional growth. We invite you to apply to become part of our award‑winning team.
Should you wish to learn more about the role or have any questions, please contact our HR Team via hrservicedesk@puntersouthallgroup.com.
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