Complaints Handler

Our client currently has a permanent position available within the Customer Services Complaints Team. The role will involve independently investigating and responding to complaints from a wide range of customers and external stakeholders within the Insurance Division. Given that the complaints can be complex in nature, this position would suit an individual who can methodically work through problems while applying both product and systems knowledge. A key responsibility will be identifying the root cause of complaints along with making recommendations to prevent future occurrences. The successful candidate will be required to monitor various email inboxes to identify complaints and forward non-complaints to the appropriate teams. Additionally, they will record complaints on the necessary logs, maintain accurate records throughout the resolution process, and acknowledge complaints within regulatory and internal SLA timescales. Thorough investigation of complaints, management of customer expectations, and composing responses that outline investigation details and outcomes will also be essential aspects of the role.

Job Duties:

• Independently investigate and respond to complaints
• Monitor email inboxes to identify and manage complaints
• Record complaints on appropriate logs and maintain accurate records
• Acknowledge complaints within regulatory and internal SLA timescales
• Thoroughly investigate complaints while considering internal policies
• Determine whether a complaint is justified and recommend restorative action
• Compose responses to customers and stakeholders detailing the complaint and outcomes

Job Requirements:

• Strong analytical skills with attention to detail
• Excellent communication skills, including written communication suitable for a diverse customer base
• Previous experience in a customer-facing role
• Good knowledge of products offered by international life assurance companies
• Educated to A Level standard or equivalent

What You’ll Love:
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This role provides the opportunity to be pivotal in delivering excellent customer service through effective complaint resolution. You will be part of a supportive team that values your skills and experience, encouraging you to develop and enhance your capabilities in a dynamic environment. The collaborative culture ensures you have the resources to succeed and grow within the organisation. You will also experience a commitment to professional development and training within the customer service domain.

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