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Complaints Handler

GerrardWhite
Job LocationTunbridge Wells
EducationNot Mentioned
Salary21,000 - 25,000 per annum
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypePermanent , full-time

Job Description

We have an excellent opportunity for a career with an investor in the People Gold Champion organisation within the motor insurance industry . As a Complaints Handler, you will manage the complaints process by taking ownership of individual cases and resolvingthese satisfactorily and by FCA and TCF principles.Your main duties will be to:

  • Manage own caseload, ensuring all complaints are handled within required deadlines and FCA requirements, from receipt to conclusion whilst ensuring a fair and clear outcome is reached following TCF principles.
  • For each complaint, establish telephone contact with customers to gain a full understanding of their complaint to progress to a fair outcome as quickly as possible. In addition, you will make follow-up contact to discuss the outcome reached.
  • Contact internal and external parties for relevant information required to investigate and close the complaint.
  • Ensure the complaints database is updated and that information held is accurate.
  • Ensure that all complaints are handled with the highest possible standard of customer care.
  • Assist with TCF feedback and provide recommendations for improvement.
  • Keep up to date with regulatory and legislative changes, with particular attention to FOS decision-making and outcomes.
  • Keep up to date with organisational changes to policies and processes.
  • Know, understand and apply the principles of TCF, and report any potential area of risk to your line manager.
The successful candidate will have the following experience/skills:
  • 2 years customer service experience is required, supported by knowledge of FCA and FOS regulatory guidelines.
  • High standard of written and telephone communication skills with the ability to communicate effectively at all levels.
  • Demonstrates good organisation and time management skills.
  • Motor insurance background is desirable.
If you feel you are suitable and would like more information, apply today!

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