Complaints Handler

Job Description

Job Title- Complaints HandlerLocation- Home BasedCompany descriptionWe are the AA. And we keep everyones show on the road. There for our customers wherever and whenever they need us, were always ready for anything. Thats why, for over 100 years, weve continued to evolve and adapt. Today, as the nations number one motoringorganization, we offer a range of excellent products and services to millions of customers.This is the jobTo enhance the AAs Customer Service Delivery through the management of an excellent complaint handling service for all telephony complaints, including those of a serious and contentious nature, while adhering to Financial Conduct Authority regulations andAA brand values at all times.What will I be doing

• The job holder will deal with Insurance, Road, Membership and B2B complaints
• Accurately record all complaints, actions, findings and corrective activity
• Treat all cases fairly and on an individual basis
• Liaise with all internal and external departments
• The job holder will be responsible for the day-to-day management of their own workload, ensuring that cases are dealt with within regulatory timescales.
• Delivery of KPIs that drive personal quality.
• Advocate customer centric approach to handling dissatisfaction across the AA.
• Business Subject Matter expert for customer dissatisfaction - provide advice and guidance to other team members to share best practice.
• The job holder will display a comprehensive knowledge of AA products, services and associated systems.
• Work with the senior management team to identify root causes for complaints and identify service improvements to address these.
• Ensure that compensation to complainants is within defined authority levels and proactively seek optimum ways to resolve customer complaints in allocated caseload.
• Provide support to other operational departments when required

What do I need

• A minimum of 2 years experience working as a Complaints Handler in a financial services environment
• Knowledge of DISP handling rules
• Ability to write bespoke letters to resolve customer complaints, fairly and effectively.
• A real desire to provide outstanding levels of customer service
• Proven ability to manage and resolve complex complaints at all levels.
• Proven understanding of the sales environment
• High level of customer awareness, including disability responsibilities.
• Very high level of tact, diplomacy and a resilient nature
• Ability to be consistently empathetic and friendly, whilst remaining professional, and balancing customer and business needs.
• Ability to remain calm and customer focused when under pressure
• Proven ability to use own initiative.
• Confidence and ability to converse with management at all levels.
• Ability to converse clearly, good diction, and good standard of spoken English.
• Good standard of written English, including spelling and grammar. Ability to write clear, concise business letters.
• Ability to gather data logically while paying attention to detail. A methodical, diligent and robust approach displayed to ensure that all data is gathered, and cases are dealt with appropriately.
• Analytical, logical and sensible approach to problem solving.
• Displays ability to work as part of a team - flexible and willing to pitch in to help others.
• Understands the brand values, and the importance of protecting the brand and doing the right thing by the customer.

Additional InformationWhat else is expected of meGood conduct matters at the AA. Its very important that you act with honesty & integrity, are respectful of others and have a consistent desire to do the right thing. Everyone at the AA lives these behaviours, so we are all able to support the deliveryof good outcomes for our customers.We are a business with an increasingly agile way of working and support a flexible working approach to this role. If this is something you would like to explore please just let us know.As a valued member of our team, youll have access to a range of fully supported development programmes, designed to help you progress in your career with us. Whether youre looking to grow in your current role, or learn new skills and take on greater responsibilities,we can help you build the career youre looking for here.Were always looking to recognise and reward our employees for the work they do. Here are just a few of the benefits youll have access to, as part of our team:

• Discounted home and motor insurance
• Half price AA breakdown membership in your first year and free after 12 months, along with a 50% introductory discount off breakdown cover for 12 months for up to 5 friends/family members.

Plus, so much more!Good conduct matters to us. Our teams are motivated by doing the right thing for both customers and colleagues, and in line with our values, we ask all our employees to act with honesty & integrity and respect for others at all times.Here at the AA we understand diversity and value the difference this brings to our culture and our customers. We actively seek people from diverse backgrounds to join us and become part of an inclusive company where you can be yourself, you are empoweredto be your best and feel like you truly belong.We hope to hear from you soon.