Complaints Handler

Work from Home

£27,000 Per Annum

Full Time

Permanent

United Kingdom,

Insurance

Posted about 3 months ago

Expires in 15 days

Job Description
£27,000 per annum
Monday-Friday 9:00-17:30
Work From Home- permanent

A leading insurance company managing electronics insurance claims is currently recruiting for a customer service advisor to join their growing team on a permanent basis.

Role Purpose

To provide excellent customer service, mitigating the impact that poor customer service has on customers and the business as a superior communicator, verbally and especially in writing.

Main responsibilities will be to resolve customer complaints at the first point of contact received from the customer by completing prompt, high quality investigations (in accordance with the company’s internal standards) in order to ensure that an appropriate decision is reached and that, where required, appropriate redress or remedial action is offered and where accepted, this is arranged in a timely manner.

Reports into UK-Complaints Coach under the UK Customer Solutions Operations banner.

Duties
  • Actively manage customer complaints for UK Programs
  • Improve the overall customer relationship, making customers aware of the organisation’s complaints procedures
  • Acknowledge and resolve complaints systematically and fairly and within set time limits as defined by Financial Conduct Authority both via telephone and letter
  • Investigate the root cause of any complaints, gathering information from relevant teams or stakeholders
  • Provide feedback to the business or a team member where appropriate for continuous improvement opportunities
  • Ensure compliance with legal requirements, industry regulations, organisational policies and professional codes
  • Respond to Client Escalation and High Priority Complaints in a sensitive and timely manner
Review and assess complaints referred from Financial Ombudsman Service or any other Alternative Dispute Resolution



Qualifications


5 GCSEs/A Levels or equivalent qualification; qualifications such as Business, Administration and Finance (BAF), Diploma

Experience within a similar Role

Strong written English communication skills



Marta Dimetros

marta.dimetros@pertemps.co.uk

02074 302446

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