Our client, a leading insurance company who believe in excellent training and career progression, is keen to recruit a Complaints Investigator to join their team.
You will be responsible for handling escalations and complaints to improve customer journey and experience. The role will require adherence to internal processes and FCA DISP guidelines. Upon completion of investigation, where necessary, you will suggest improvements/feedback based on complaints received. The role also requires an understanding of how to interpret policy terms.
Full or Part time!
Responsibilities:
- To provide essential support to the business, to be responsible for the proper handling and resolution of customers’ complaints and underwriters’ queries in accordance with regulatory timescales and to meet targets for completion of complaints, as agreed by and with the business.
- To advise the customer of the decision made on the complaint first by telephone and then to confirm this in writing, confirming all regulatory rights.
- To support and assist other team members in the resolution of complaints and collectively share knowledge.
- To share initiatives into the complaints team to reduce the volume, cost and impact of complaints.
- To assist in assuring the quality of peers’ complaints handling is of an adequate standard.
- To manage and respond to complaints within agreed processes and budgetary guidelines for payment of compensation.
- To assist in the management of complaints referred to Ombudsman service
- To answer recurring correspondence with the complainant and assist in responding to information requests.
- To participate in the receipt and delivery of training relevant to the proper performance of the role.
- Support the Team Manager in the implementation of change.
- Provide support and coaching to operations and other bodies to ensure learnings as a result of complaint handling are communicated
- Responding to customers’, clients and underwriters’ notifications of complaints.
- Adhering to regulatory time obligations, client guidelines and internal procedures for responding to complaints.
- Advising all customers by telephone and e-mail of your response to their complaints.
- Maintaining a high level of quality and participating in quality reviews.
- Preparing and retaining adequate records of complaints.
Person Specification:
- Experience of investigating or assessing complaints
- Self-motivated with a can do attitude.
- Competent organiser
- Analytical
- Attention to detail
- A proactive team player
- Ability to use initiative
- The ability to meet deadlines
- A willingness to be flexible
- Excellent communication skills to meet all needs of the team
- Ability to get things done and handle multiple tasks at a time
- Task focussed
- Ability to work under pressure
Salary/Benefits
- Salary up to £27,000
- 9am – 5pm Monday to Friday
- Life Assurance (up to 4 x annual salary)
- 22 days annual leave plus Bank Holidays
- Private Healthcare
- Staff Motor Breakdown and Home Emergency Cover
- Discounted Home Insurance and free travel insurance
Job Types: Full-time, Permanent
Salary: £25,000.00-£27,000.00 per year
Benefits:
- Company pension
Schedule:
- Monday to Friday
Work Location: Remote
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