Job Description

Capita Pensions Solutions (CPS) are looking for an IDRP Case Handler to join their growing team.




You will investigate IDRP stage 1 complaints and provide a high standard of customer service on individual cases in line with relevant product, procedural and regulatory requirements.

Job title:

IDRP Case Handler

:

Please note this is a Part Time role working 27.5 hours per week.

What you'll be doing:

Manage time and workload effectively, ensuring KPIs and SLAs are followed and maintained. Draft communications within set deadlines , ensuring members are regularly communicated with and kept up to date on progress of their complaint. Produce written responses to customers ensuring a high standard of communication is achieved at all times. Process complaints at the earliest opportunity with a positive attitude, addressing the true root cause and implementing effective corrective action in order to prevent re-occurrence. Ensure records are kept up to date, detailing investigations, and conclusions to provide a full audit trail for the client and the industry regulator. Handle all follow up enquires and administration in an effective and efficient manner. Achieve set targets in line with required quality standards, pro-actively reporting emerging issues. Pursue own learning and development, keeping up-to-date with all policy, procedural and regulatory developments Show a good understanding of current procedures and regulation. Compl ying with relevant regulatory guidelines and criteria when dealing with complaints. Identify and reports risks and breaches immediately to the Complaints Manager and/or the Operational Risk & Compliance Department. Regularly reviews the effectiveness and efficiency of existing systems and controls and makes suggestions to continually enhance service delivery, improve processes and reduce potential complaints and business risks.

What we're looking for:

An understanding of the timescales for response to IDRP and the Regulator's Code of Conduct in this regard. An ability to assess whether the complaint is eligible to be considered under the Scheme's IDRP Interpret complex Complaint cases efficiently and understand direct/indirect impact on practices and clients. Risk experience is desirable but not essential Relevant financial services/Pensions experience Knowledge and continuing professional development relating to the financial services products, processes and regulation Excellent communication and interpersonal skills Numeracy and advanced computer literacy (e.g. Microsoft Word, Excel and Outlook) Able to analyse data, problem solve and make decisions confidently Customer focused when dealing with a range of people Have meticulous attention to detail Be highly organised and able to manage own workload to meet stretching targets and strict deadlines

This role requires enhanced security clearance, the details of which are contained in the following link. One of the main factors is a minimum 5 years UK residency - please only apply if you have this.

https://www.gov.uk/government/publications/united-kingdom-security-vetting-clearance-levels/sc-guidance-pack-for-applicants

About Capita Pensions Solutions:

Capita Pension Solutions is one of the UK's leading pension firms. We provide an unrivalled breath of services to over 600 schemes covering over 6 million members. Our team use their experience, insight, expertise, and latest technology to deliver personalised end to end solutions to meet all of their clients' pension needs. Our services include pensions administration, data & remediation solutions, software, actuarial, investment, scheme management, and member communications.

What can we offer you?

In this role, you would have the opportunity to add real value from the outset and support the success of the team. We also believe in offering flexible working solutions that suit your needs, whether that's from home, from your nearest Capita office.


Company matched pension, life assurance, 15 weeks' fully paid maternity, adoption and shared parental leave, paternity pay of two weeks...and plenty more!

What we hope you'll do next:

Choose "Apply now" to fill out our short application, so that we can learn more about you.


At Capita, we're committed to providing an inclusive, barrier-free recruitment process and working environment for everyone. We want everyone to have the best chance of succeeding as they move through their application and start their career with us. We are an equal opportunity and Disability Confident employer, we want to hear from you if you'd like to discuss any adjustments you might need during your recruitment process. Please email reasonableadjustments@capita.com or call 07784 237318 and we'll get back to you to discuss. For more information about equal opportunities and the types of adjustments we can offer, please visit the Capita Careers website. Also Access to Work can help candidates with a physical or mental health condition or disability to get support in the hiring process, including communication support at interviews such as a British Sign Language interpreter. If you require this support you can apply for this support at https://www.gov.uk/guidance/apply-for-communication-support-at-a-job-interview-if-you-have-a-disability-or-health-condition-access-to-work .


#LI remote

Location:

Home-Based - GBR
,


United Kingdom

Time Type:

Part time

Contract Type:

Permanent