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Executive and Complex Complaints Handler

GerrardWhite
Job LocationManchester
EducationNot Mentioned
Salary35,000 - 40,000 per annum
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypePermanent , full-time

Job Description

Join us as an Executive and Complex Complaints HandlerWe are looking for an Executive and Complex Complaints Handler where youll specialise in complex complaints sent into our executive team and various PR Departments.Who are weWe are an award-winning Group of insurance companies supporting over 1,000 broker partners and more than 3 million policyholders with a wide variety of insurance products. We have also recently become one of the UKs largest motor insurance providers. We havevery exciting and ambitious growth and acquisition plans for our business moving forward so watch this space! What will my duties be

  • Deal with complaints that come into the Executive team/PR teams
  • Regularly work with stakeholders at a senior level throughout the business to ensure the best outcome for customers
  • Undertake a thorough analysis/investigation with internal colleagues, the customer, and suppliers to resolve complaints of a highly sensitive nature
  • Deal with complaints that are referred to the Financial Ombudsman Service making sure we operate within defined SLAs and regulations
  • Work with various PR teams on any queries or complaints received via these channels
  • Provide complaints summaries to senior colleagues/executives
  • Monitor trends from the FOS which will support continuous improvement/Root Cause Analysis
  • Co-ordinate, collate and communicate information to customers/ FOS/Stakeholders/MPs office/Press office, both verbally and in writing, that is of technical a nature
  • Undertake detailed reviews of complaint investigations, and provide guidance, advice, and solutions to Customer Relations complaints teams
  • Present business cases to various departments across the business to support the effective resolution of complaints
  • Understand, maintain, and apply specialist knowledge on all regulatory matters
  • Prepare complaint insight/FOS insight to support the wider Customer Relations and other business areas
What is the salary and hoursThe starting salary is between £26,000-£28,000 per annum depending on experience. The role is full-time and permanent, you will be working 37.5 hours per week, Monday to Friday 9am-5:30pm. This role will offer a hybrid working model, a mix between office and home working. You can be based out of our offices in Tunbridge wells or Manchester.What benefits are thereWe offer 30 days holiday (inc Bank Holidays) with the ability to buy and sell more days. We have a 5% contributory pension scheme, health and wellbeing support, life assurance which is 4x annual salary, and a whole online portal full of individual benefitsincluding retail discounts, memberships, discounted restaurants, cinema tickets and much more.What were looking for:
  • Previous complaint handling experience in a busy environment
  • Some knowledge of regulatory time scales and experience working external regulators
  • Experience carrying out detailed investigations internally and externally
  • Strong written and verbal communication skills
  • The ability to deal with customers in the right way and sensitively
  • Confidence managing multiple cases at the same time and prioritising

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