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Complaint Analyst

Culture Recruitment Ltd
Job LocationNorwich
EducationNot Mentioned
Salary21,000 - 21,500 per annum
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypePermanent , full-time

Job Description

Job Title: Complaint AnalystLocation: NorwichSalary: £21,000 - £21,500 (slight flexibility on this for extensive experience)Contract: PermanentA prestigious and growing Insurance company based in Norwich is recruiting a Complaints Analyst to join their company on a permanent basis. This is a great opportunity to join a business that is still thriving despite the difficult economic climate.The main focus of this position is to deal with the investigation and resolution of administration complaints across the companys books of business. Analyse complaints to identify key root cause and complaint reduction opportunities. Assist the businessin implementing process improvements to minimise future complaints.Key Role Responsibilities:

  • Use proven customer service skills to resolve administration and service complaints in a manner that is consistent with best practice, whilst supporting TCF and adhering to regulatory requirements.
  • Convey decisions to clients both verbally and in writing, promoting clear communication with customers to assist with swift and satisfactory case resolution.
  • Liaise and build relationships with our internal and external customers, whilst being an advocate for Service Resolution at all times.
  • Provide an assessment of the implications to companies following investigation of the complaint; and suggest corrective action as appropriate.
  • Identify areas for improvement within companys current processes and procedures during the course of an investigation and implement any appropriate remedial action to ensure that we learn from our mistakes.
  • Recommend and authorise redress (refund of premiums, interest, ex-gratia payments and other disbursements to complainants), within agreed authorisation limits.
Essential Requirements
  • Previous experience of dealing with customer service complaints or investigations is essential (Only apply if you have this experience)
  • Ability to make effective decisions under pressure
  • Excellent written and verbal communication skills and ability to adapt to different customer profiles and internal audience.
  • Able to multi-task and switch priorities to suit changing business needs.
We look forward to receiving your application and will consider candidates from similar backgrounds who have the required technical experience such as ComplaintsAnalyst, Complaints Handler, Complaints Investigator, Grievances Analyst, Grievances Handler, Grievances Investigator

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